Frequently Asked Questions
11ak Help Center
Answers to all your questions in one place
From claiming bonuses to secure payments — everything you want to know about 11ak is laid out on this page.
This FAQ page for 11ak is designed to provide detailed answers to the most frequently asked questions from Bangladeshi players. Browse more than 20 questions and answers organized into five sections — bonus and wagering requirements, deposit methods, security tips, slot game guidance, and support services — to find the information you need. If you cannot find your question, contact us directly via 24/7 live chat or email.
Category 1
Bonuses & Offers
At 11ak, wagering is calculated only on the bonus amount, not on the deposit. The wagering requirement for the welcome bonus is 25x. For example, if you deposit ৳1,000 and receive a ৳1,500 bonus, you need to place a total of ৳37,500 in bets (৳1,500 × 25) before you can withdraw winnings from the bonus. Only after this requirement is met can you withdraw earnings from the bonus.
Slot games generally contribute the most toward completing the wagering requirement. Live casino table games and sports betting may contribute partially. To find out the contribution rate for specific games, speak with our support team via live chat. Some promotional games may be completely excluded from wagering, so it is best to confirm before you start.
Each bonus has a set validity period, which starts counting from the day the bonus is activated. If the wagering requirement is not completed within that period, the bonus and any winnings earned from it are automatically cancelled. The remaining time on an active bonus can be seen in the bonus section of your account. If you contact support before the time runs out, assistance may be available if needed.
When you make your first deposit at 11ak, a 150% welcome bonus of up to ৳5,000 is automatically added to your account. If you deposit ৳1,000 you get a ৳1,500 bonus for a total playing balance of ৳2,500; if you deposit ৳8,000 the bonus is ৳5,000 and your total balance becomes ৳13,000. A minimum deposit of ৳300 is all it takes to activate the bonus — no separate code is needed.
Yes, you can cancel an active bonus. However, please note that cancelling the bonus will also forfeit any winnings earned from that bonus. A bonus cancellation request can be made through live chat. Once the bonus is removed, you can continue playing normally with the remaining balance from your original deposit.
Category 2
Contact & Support
To get a faster resolution when contacting support, have the following ready: your registered username or email address, an accurate description of the issue (when it happened and what occurred), a transaction reference number or screenshot if applicable, and details of the device and browser you are using. This helps the agent understand the issue quickly and provide a solution.
Absolutely. The 11ak support team is able to assist in both Bengali and English. Bangladeshi players are welcome to speak or write entirely in Bengali — there is no language barrier. If you send a message in Bengali via live chat, you will receive a reply in Bengali.
11ak offers two support channels. First, live chat directly on the site, where you can get instant assistance. Second, email — the address is [email protected], where you can write in detail about your issue. Both channels support Bengali and English.
11ak support is available seven days a week, twenty-four hours a day — that is 24/7. Our live chat is active at night, in the early morning, and on holidays as well. You can open a chat for help at any time in Bangladesh Standard Time (BST, UTC+6) — there are no fixed office hours.
Category 3
Deposit Questions
The minimum deposit limit across all payment methods at 11ak is ৳300. Whether you deposit via bKash, Nagad, Rocket, or bank transfer, the minimum amount is the same. You do not need to deposit more than this to take advantage of the welcome bonus — you can start from ৳300.
In most cases, deposits are reflected in your account instantly. In some cases, there may be a short delay due to network congestion. If your balance has not updated after waiting a few minutes, contact support via live chat with a screenshot or transaction ID of your payment. They will verify the matter quickly and resolve it.
After logging in to 11ak, go to the deposit section and select bKash as your payment method. Enter the desired amount and send money to the displayed bKash number. Once the payment is complete, submit the reference number or screenshot in the designated field on the site. The entire process is straightforward and is usually completed within a few minutes.
11ak does not charge any processing fee for deposits. However, if you send money from your bKash, Nagad, or Rocket account, the transaction charges of that mobile banking service may apply, as set by that provider's own policy. For bank transfers, any fee from the relevant bank (if applicable) depends on that bank's rules.
Category 4
Security & Privacy
To create a strong password, use at least 10–12 characters that mix uppercase and lowercase letters, numbers, and special characters (such as @, #, !). Avoid easy passwords like your own name, date of birth, or "12345". Do not use your 11ak account password anywhere else, and change it regularly.
Yes. 11ak uses SSL encryption technology to protect all your personal and financial information. This means all data exchanged between your browser and our servers is encrypted and cannot be read by third parties. We follow fair play and data protection policies.
Never share your OTP, bKash PIN, or Nagad PIN with anyone — even 11ak support staff will never ask for this information. If someone claims to be a representative of 11ak and asks for such details, treat it as a fraud attempt. End that conversation immediately and report it to our official email ([email protected]).
Change your password immediately and contact support right away via live chat or at [email protected]. The support team will help review your account's login history and stop any suspicious activity. It is best not to make any withdrawals or deposits at this time — secure your account first.
Always confirm the 11ak.lat domain in your browser's address bar and look for the https:// connection (the padlock icon). Do not log in from links received via email or social media — type the address directly into your browser. 11ak never asks for deposit links or personal information in unexpected messages. Be cautious of sites with slight spelling differences (such as "11аk" or "11ak-bd").
Category 5
Slots & Jackpots
Free spins are opportunities to spin a slot game at no cost, where no bet is deducted from your own balance. They are usually triggered by special scatter or bonus symbols in the game. Winnings from free spins are either credited directly to your balance or added as a bonus subject to wagering requirements — the condition may vary by game.
In progressive jackpot slots, a small portion of each bet is collected and added to a growing prize pool. The more players place bets, the larger the pool grows. When someone wins the jackpot, the pool resets to zero and begins building up again. These games offer the chance of a large win, but the probability of winning is lower compared to regular slots.
Volatility describes how a slot distributes its rewards. High volatility games pay out less frequently, but when they do the amounts are larger — suited for patient players. Low volatility games pay out small wins more often, which is better if you want to enjoy longer sessions. Medium volatility games strike a balance between the two.
Many slot games have a demo or free play mode where you can get a real feel for the game using virtual balance. It is a great way to understand the game mechanics, bonus features, and rhythm. You can check which games on 11ak have demo mode directly in the game lobby, or ask support.
If you want to play on a limited budget, choose low or mid volatility slots with smaller bet sizes — this makes your balance last longer and gives you more enjoyment. If you have a larger budget, you may consider high volatility games. Most importantly, set a budget and stick to it — avoid playing beyond your budget in an attempt to recover lost money.
Didn't find the answer to your question?
Our expert support team is always by your side. For any question or issue, contact us directly — in Bengali or English, whichever you're comfortable with.
24/7 Live Chat Support
[email protected]