Terms & Conditions

These Terms & Conditions ("Agreement") constitute a legally binding contract between you ("User", "Player", "you") and Surga11 ("surga11", "we", "us", "our"), the operator of the online casino and sports betting platform accessible at surga11.cam ("the Platform").

This Agreement governs your access to and use of all products, services, features, and content made available on the Platform, including but not limited to casino games, live casino tables, sports betting markets, virtual sports, promotional offers, and customer support services.

By completing the registration process, depositing funds, placing a wager, or otherwise accessing any portion of the Platform, you unequivocally confirm that:

• You have read and understood these Terms & Conditions in their entirety;
• You agree to be legally bound by all provisions herein;
• You meet all eligibility requirements set out in Section 3 of this Agreement;
• You are acting on your own behalf and not as a representative or agent of a third party.

Surga11 reserves the right to amend, update, or replace these Terms & Conditions at any time. It is your responsibility to review this document periodically. Where material changes are made, we will endeavour to notify registered users via email or platform notification.

The following terms, as used throughout this Agreement, carry the meanings set out below unless the context expressly requires otherwise:

Access to and use of the Platform is subject to strict eligibility criteria. By registering an account, you represent and warrant that you satisfy all of the following requirements at the time of registration and on a continuing basis throughout your use of the Platform:

1. Age: You are aged 21 years or above. Surga11 operates a strict 21+ minimum age policy and enforces this through mandatory identity verification. Any person found to be under the age of 21 will have their account immediately suspended and any funds returned minus any bonuses claimed.
2. Legal Capacity: You have full legal capacity to enter into a binding contract under the laws applicable to your jurisdiction of residence.
3. Personal Account: You are registering an account solely for your own personal use. Corporate accounts, shared accounts, and accounts operated on behalf of a third party are strictly prohibited.
4. One Account Per Person: You do not hold, and have not previously held, another Account on the Platform. Duplicate accounts are prohibited and will result in the forfeiture of any associated balances and bonuses, and potential permanent suspension.
5. Jurisdiction: You are not resident in or accessing the Platform from a Prohibited Jurisdiction. It is your sole responsibility to determine whether online gambling is lawful in your jurisdiction.
6. Accuracy of Information: All registration details provided by you are accurate, complete, and current. You accept an ongoing obligation to keep your account information up to date.
7. Not a Problem Gambler: You are not self-excluded from any gambling platform and are not subject to any self-exclusion or voluntary exclusion programme that would prohibit your access to gambling services.

To access the full range of services available on the Platform, Users must complete the account registration process. During registration, you will be required to provide personal information including, but not limited to, your full legal name, date of birth, residential address, email address, and contact number.

Upon successful registration, you accept responsibility for maintaining the confidentiality and security of your account credentials, including your username and password. You agree to:

• Never share your login credentials with any third party;
• Use a strong, unique password and update it regularly;
• Enable two-factor authentication (2FA) where offered, as an additional security layer;
• Notify surga11 immediately via live chat or email if you suspect unauthorised access to your account;
• Log out from your account at the end of each session, particularly when using shared or public devices.

Surga11 shall not be liable for any losses arising from unauthorised account access where such access results from the User's failure to maintain adequate security of their login credentials.

KYC Verification: Prior to processing the first withdrawal request, all Users must complete the KYC verification process by submitting a valid government-issued photo identification document (e.g., Malaysian MyKad, passport) and, where required, proof of residential address (e.g., a recent utility bill or bank statement no older than 3 months). KYC documentation may also be requested at any stage if surga11 has reasonable grounds to verify a User's identity.

Your use of the Platform is subject to the following general terms. These apply at all times and govern all interactions with surga11's products, services, and support channels.

5.1 Permitted Use. The Platform is made available solely for lawful, personal entertainment purposes. You agree to use surga11's services in a fair, honest, and lawful manner consistent with these Terms & Conditions and any applicable law.

5.2 Technical Requirements. You are responsible for ensuring that your device, internet connection, and software meet the minimum technical requirements to access the Platform. Surga11 does not guarantee compatibility with all devices, operating systems, or browsers.

5.3 Service Availability. Surga11 strives to maintain Platform availability of 99.8% or higher. However, we do not guarantee uninterrupted access and shall not be liable for losses arising from temporary service interruptions, scheduled maintenance, or events beyond our reasonable control.

5.4 Game Integrity. All casino games offered on the Platform use certified random number generators (RNG) or live dealer systems operated by licensed third-party studios. Published RTP (Return to Player) figures represent long-term statistical averages and do not guarantee individual session outcomes.

5.5 Currency. All transactions on the Platform are denominated in Malaysian Ringgit (MYR/RM) unless otherwise specified. Deposits made in alternative currencies, including cryptocurrencies, will be converted to MYR at the prevailing exchange rate at the time of deposit. Surga11 is not responsible for exchange rate fluctuations.

Surga11 supports a range of deposit methods specifically selected for the convenience of Malaysian players. Supported methods include, but are not limited to: Touch 'n Go eWallet, Boost, GrabPay, DuitNow, FPX (Financial Process Exchange), Maybank2u, CIMB Clicks, Public Bank Online, Hong Leong Connect, and select cryptocurrencies (BTC, ETH, USDT, BNB).

The following conditions apply to all deposits:

• The minimum deposit amount is RM30 unless otherwise specified for a particular payment method or promotion;
• Deposits must be made from a payment account or wallet registered in the name of the Account holder. Third-party deposits are strictly prohibited;
• Surga11 does not charge fees for standard deposits, though your payment provider may apply their own transaction fees;
• Cryptocurrency deposits are subject to network confirmation times and will be credited to your account balance once the required number of blockchain confirmations has been reached;
• Surga11 reserves the right to request documentation verifying the source of deposited funds as part of its anti-money laundering (AML) obligations.

Surga11 is committed to processing withdrawals promptly. The following conditions govern all withdrawal requests made through the Platform:

7.1 Eligibility. Users must complete the KYC verification process before their first withdrawal request can be processed. Surga11 reserves the right to withhold processing of any withdrawal pending completion of identity and source-of-funds verification.

7.2 Wagering Requirements. Any active bonus funds carried in your account balance must have their associated wagering requirements fully satisfied before those funds, or winnings derived from them, may be withdrawn. A withdrawal request submitted while an active bonus is in play may result in the cancellation of the bonus and any pending bonus-derived winnings.

7.3 Processing Times. Estimated processing times are as follows:

• Touch 'n Go eWallet, Boost, GrabPay, DuitNow: approximately 5–30 minutes;
• FPX bank transfer (Maybank, CIMB, Public Bank, Hong Leong): approximately 30 minutes to 2 hours;
• Cryptocurrency withdrawals: approximately 30–60 minutes subject to network congestion.

7.4 Withdrawal Limits. Minimum withdrawal amount is RM50. Maximum withdrawal limits are tier-dependent and may be reviewed based on VIP status, account standing, and verification level. Contact live support for details on your specific account limits.

7.5 Withdrawal Method. Surga11 reserves the right to return funds to the same payment method used for the original deposit. This is a standard anti-fraud and anti-money laundering control.

Surga11 offers a variety of promotional offers to new and existing players, including welcome bonuses, reload bonuses, cashback offers, VIP loyalty rewards, birthday bonuses, and referral bonuses. All bonuses are subject to the following general terms, in addition to any specific terms applicable to the individual promotion:

8.1 Claiming Bonuses. Bonuses must be claimed in accordance with the specific instructions of each offer. Where a promotional code is required, it must be entered at the point of deposit or registration as directed. Bonuses cannot be claimed retroactively.

8.2 Wagering Requirements. Unless a promotion is explicitly designated as "wager-free", all bonuses carry a wagering requirement that must be met before withdrawal of bonus-derived funds. The specific multiplier (e.g., 10x, 18x, 35x) and any applicable game contribution rates will be set out in the individual promotion's terms.

8.3 Maximum Bet. While an active bonus is applied to your account, the maximum permitted bet per round or transaction is RM50 unless the promotion's specific terms state otherwise. Exceeding this limit may result in the cancellation of the active bonus and any associated winnings.

8.4 Game Contributions. Not all games contribute equally to wagering requirements. As a general guide: video slots typically contribute 100%; live casino games (Baccarat, Blackjack, Roulette, Sic Bo) typically contribute 10–20%; sports betting contribution rates are stated per promotion. These rates are subject to change and should be verified against the specific promotion terms.

8.5 Bonus Expiry. Bonuses that remain unclaimed, or for which wagering requirements have not been completed within the applicable validity window (typically 7–30 days from the date of credit), will expire automatically and be removed from the account balance without compensation.

8.6 Abuse of Promotions. Surga11 reserves the right to void any bonus and related winnings, and to suspend or close any account, where it reasonably believes that a User has engaged in bonus abuse, collusion, the use of automated betting systems, or any other activity that Surga11 considers to be dishonest or exploitative.

9.1 General. Specific betting rules apply to each product category on the Platform — including sports betting, live casino games, video slots, crash games, and fishing games. By placing any wager, you confirm that you have read and accepted the rules applicable to that specific game or market.

9.2 Voids and Cancellations. Surga11 reserves the right to void any bet or wager where it is placed as a result of a manifest error (including incorrect odds, incorrectly listed events, or system errors), where the event is cancelled or abandoned without a result, or where surga11 has reasonable grounds to suspect irregularity or foul play in connection with the outcome.

9.3 Sports Betting. All sports betting markets, including Liga Super Malaysia, English Premier League (EPL), UEFA Champions League, UFC, and other international sporting events, are offered at surga11's prevailing odds at the time of bet placement. Odds are subject to change prior to bet confirmation. Once a bet is confirmed, odds are locked for that wager.

9.4 Live In-Play Betting. Bets placed on live in-play markets are accepted at surga11's absolute discretion. Surga11 reserves the right to suspend live betting markets at any time without prior notice. In-play bets accepted after an event's natural conclusion will be voided.

9.5 Maximum Winnings. Surga11 reserves the right to apply maximum win caps to individual bets, gaming sessions, or over a defined period. Specific limits are tier-dependent and available on request via live support.

Surga11 is firmly committed to promoting responsible gambling practices. We recognise that, while the vast majority of our players enjoy gambling as a form of entertainment, a small number of individuals may develop problematic gambling habits. Our platform is designed to support those players and provide tools to help maintain control.

The following responsible gambling tools are available directly within every registered account on the Platform at no cost and with no requirement to contact support:

• Deposit Limits: Set daily, weekly, or monthly deposit caps. Reductions take effect immediately; increases are subject to a 7-day cooling-off period;
• Session Time Limits: Define the maximum duration of a single gaming session;
• Reality Check Notifications: Receive periodic reminders of your session duration and expenditure;
• Self-Exclusion: Request a temporary cooling-off period (minimum 24 hours, up to 6 months) or a permanent self-exclusion from the Platform. Permanent exclusions are irrevocable for a minimum of 5 years.

Surga11 enforces a strict 21+ age policy. Gambling by minors is illegal and harmful. We use age verification systems and manual review processes to prevent underage access. Any account found to be operated by a person under 21 years of age will be suspended immediately and all funds returned in accordance with applicable law.

For further information on responsible gambling, please visit our dedicated Responsible Gambling page.

The following conduct is strictly prohibited on the Platform. Surga11 reserves the right to take immediate action, including account suspension, forfeiture of funds, and reporting to relevant authorities, against any User found to have engaged in any of the following:

• Providing false, misleading, or fraudulent registration information;
• Registering or maintaining more than one account on the Platform;
• Accessing the Platform on behalf of or for the benefit of a third party;
• Using automated software, bots, scripts, or any other artificial intelligence tool to place bets or interact with the Platform;
• Engaging in collusion, match-fixing, arbitrage betting, or any other form of wagering designed to exploit surga11's odds or systems;
• Exploiting software bugs, technical errors, or glitches in any game or Platform function for financial gain;
• Using funds of illegitimate origin to make deposits, which constitutes money laundering under applicable law;
• Engaging in chargebacks or payment reversals without prior communication with surga11's support team;
• Abusing promotional offers in a manner inconsistent with genuine recreational gambling behaviour;
• Threatening, harassing, or abusing surga11 staff or other players through any communication channel.

All content, materials, branding, software, graphics, text, logos, and other intellectual property displayed on the Platform are the exclusive property of surga11 or its licensed content providers. All rights are reserved.

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for personal, non-commercial entertainment purposes. This licence does not confer any right to:

• Copy, reproduce, distribute, or commercially exploit any portion of the Platform's content;
• Reverse-engineer, decompile, or attempt to extract source code from any Platform software;
• Create derivative works based on any Platform content;
• Frame or mirror the Platform on any other website or application without express written consent from surga11.

Any unauthorised use of surga11's intellectual property may result in immediate account suspension and potential legal action.

13.1 To the fullest extent permitted by applicable law, surga11, its directors, officers, employees, agents, licensors, and service providers shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from or in connection with your use of the Platform, regardless of whether such damages were foreseeable.

13.2 Surga11's total aggregate liability to any User for any claim arising under or in connection with these Terms & Conditions shall not exceed the total amount deposited by the User in the 90-day period immediately preceding the event giving rise to the claim.

13.3 Surga11 makes no warranty, express or implied, that the Platform will be free from errors, that defects will be corrected, or that the Platform or the server that makes it available are free from viruses or other harmful components.

13.4 Nothing in these Terms & Conditions limits surga11's liability for death or personal injury caused by its own negligence, or for fraud or fraudulent misrepresentation.

14.1 By Surga11. Surga11 reserves the right, at its sole discretion and without prior notice, to suspend, restrict, or permanently close any User account where it has reasonable grounds to believe that:

• The User has violated any provision of these Terms & Conditions;
• The account has been involved in fraudulent, abusive, or illegal activity;
• The User has failed to comply with KYC or AML requirements within a reasonable timeframe;
• Continued operation of the account poses a risk to the integrity of the Platform or to other users.

In the event of account closure by surga11, any remaining real-money balance (net of bonus funds and funds derived from prohibited activities) will be returned to the User via the original deposit method following completion of any pending investigations.

14.2 By the User. You may close your account at any time by contacting surga11's support team via live chat. Account closure requests are typically processed within 24 hours. Any remaining eligible balance will be withdrawn in accordance with the standard withdrawal procedures set out in Section 7.

Surga11 reserves the right to modify, update, or replace these Terms & Conditions at any time. Amendments will take effect upon publication on the Platform. Where changes are material, surga11 will make reasonable efforts to notify registered Users via the email address associated with their account or through a prominent notice on the Platform.

It is your responsibility to review this Agreement periodically. Your continued use of the Platform following the publication of any amendments constitutes your acceptance of the revised Terms & Conditions. If you do not agree to any revised terms, you must cease using the Platform and close your account.

These Terms & Conditions are governed by and shall be construed in accordance with the laws applicable to surga11's operating jurisdiction. In the event of any dispute arising from or in connection with this Agreement, the parties agree to first attempt resolution through good-faith negotiation.

If a dispute cannot be resolved through direct negotiation within thirty (30) days of one party notifying the other of the dispute, either party may refer the matter to binding arbitration in accordance with the rules of an internationally recognised arbitration body, or to a court of competent jurisdiction as determined by the applicable governing law.

For disputes relating specifically to individual account transactions, bonus claims, or withdrawal requests, surga11's internal dispute resolution process should be initiated first by contacting our support team at [email protected].

If you have any questions, concerns, or requests relating to these Terms & Conditions, or require assistance with your account, you may contact surga11 through the following channels:

• Live Chat Support: Available 24/7 directly from your account dashboard. Average first response: under 2 minutes.
• Email: [email protected] — responses within 24 hours on business days.

Surga11's support team operates around the clock and is trained to assist Malaysian players with all aspects of account management, payment queries, bonus terms, and responsible gambling tools.