Big11 FAQ – Malaysia Betting Platform Frequently Asked Questions

You must be at least 18 years old to open and use a big11 account. big11 performs age verification as part of the KYC (Know Your Customer) process. Accounts found to belong to individuals under 18 will be suspended immediately and all balances will be returned.

No. Each individual is only permitted to hold one big11 account. Duplicate accounts are in violation of big11's terms and conditions and may result in the suspension of all related accounts. If you are experiencing issues with your existing account, please contact big11 support for assistance.

KYC (Know Your Customer) is an identity verification process that ensures your account security and compliance with platform regulations. To complete KYC, you will need to upload a valid copy of your MyKad or passport, along with proof of current address. The process is usually completed within 24 working hours. KYC-verified accounts enjoy higher withdrawal limits and faster processing.

Log in to your big11 account and go to "Account Settings". There you can update your phone number or email address. Changes to contact information require OTP verification to your existing phone number or email as a security measure. If you no longer have access to the old details, contact big11 support via Live Chat.

The minimum deposit at big11 is RM 10 for most payment methods. To activate the new member welcome bonus, your first deposit must be at least RM 30. Daily deposit limits may vary depending on your chosen payment method and account status.

Withdrawal requests at big11 are typically processed within 15 to 60 minutes for accounts that have completed KYC. For accounts that have not completed KYC, processing times may be longer. Withdrawals requiring additional security review may take up to 24 working hours. big11 recommends completing your KYC early to ensure faster withdrawals.

big11 does not charge any fees for deposits or withdrawals. However, your bank or e-wallet provider may apply their own transaction fees. Please review your payment service provider's fee terms before making a transaction.

If your deposit has not been credited within 15 minutes, please take the following steps:

• Check the receipt or payment proof from your bank or e-wallet.
• Check your big11 account transaction history to ensure there are no errors.
• Contact big11 support via Live Chat and provide proof of payment along with your transaction reference number.
• The big11 team will investigate and resolve the issue within 24 working hours.

The wagering requirement (rollover) means you must wager a specified amount before bonus funds can be converted into withdrawable cash. For example, if the rollover requirement is 10x and you receive a RM 100 bonus, you must wager at least RM 1,000 before the bonus can be withdrawn. The rollover terms for each promotion are stated in the respective promotion's terms and conditions.

This depends on the bonus type. Slot bonuses can generally only be used on Slot Games, while sports bonuses apply to Sports Betting only. General bonuses are usually valid across all game categories. Please check the terms and conditions of each bonus to see which games qualify. This information is also available in the promotions section of your big11 account.

Yes, every big11 bonus has a set validity period. Bonuses must generally be used and rollover requirements fulfilled within 7 to 30 days depending on the promotion type. After the expiry date, unused bonuses or those that fail to meet rollover conditions will be automatically forfeited. Check the expiry date of each bonus in the "My Promotions" section of your account.

Log in to your big11 account, go to "Account Settings", select "Security", and click "Enable 2FA". Follow the on-screen instructions — you will be asked to verify your phone number. Once 2FA is active, every new login from an unrecognised device will require an additional OTP for verification. This is strongly recommended for your account security.

If you suspect your big11 account has been accessed without authorisation, take the following steps immediately:

• Change your big11 account password immediately.
• Change the password of the email address linked to your big11 account.
• Contact big11 support via Live Chat to report the incident and request an account security review.
• Review your account transaction history to identify any unauthorised activity.
• Enable 2FA if you haven't done so already.

Not at all. big11 will never ask for your password, credit card number, or other sensitive information via email, SMS, or Live Chat. If you receive a message that appears to be from big11 requesting such details, do not follow it — it is a phishing attempt. Report it to big11 support immediately.

The big11 app requires Android 6.0 or above, or iOS 12.0 or above. For the best experience, a device with at least 2GB of RAM and a stable internet connection (4G or Wi-Fi) is recommended. The app size is approximately 50–80MB depending on your version and device.

Yes, the big11 app offers full access to all key features including live sports betting, slots, live casino, fish shooting games, deposits and withdrawals, bonuses and promotions, Live Chat customer support, and account and security settings. In addition, the big11 app supports biometric login (fingerprint and face recognition) for faster and more convenient access.

For Android users, download the latest APK file from the official big11 website and reinstall. Reinstalling will not delete your account data or balance. For iOS users, update the app via the App Store as usual. big11 recommends always using the latest version of the app to get new features and security improvements.

Log in to your big11 account and go to "Account Settings", then select "Responsible Gaming". There you can set deposit limits by your preferred time period. Limits take effect immediately. To increase a limit, a cooling-off period is required to ensure decisions are made responsibly.