Most Frequently Asked Questions
ek11's Frequently Asked Questions & Answers
From deposits and withdrawals to verification and customer support — all your questions about using ek11 are answered here in plain language.
Welcome to the ek11 platform. The questions and answers below are organized into four sections — Deposits, Customer Support, Verification & Documents, and Withdrawal Questions. Every answer is written based on direct and accurate information. Find the question you need and read the details. If you still have an issue, ek11's 24/7 live chat and email support team is always ready.
Deposits
Deposit Questions
After logging in to ek11, select the "Deposit" option and choose bKash as your payment method. Send the payment from your bKash app to the designated merchant number, then enter the transaction ID in the form. The minimum deposit amount is ৳200. Once completed correctly, the balance will be added to your ek11 account within a few minutes.
Deposits usually reflect within a few minutes. If more than 30 minutes have passed, first gather your transaction ID and the amount sent. Then contact ek11 via live chat or email ([email protected]) with this information. The support team will verify and resolve the issue promptly.
Yes, Nagad is fully supported on ek11. The deposit process is the same as bKash — log in to your account, select Nagad from the deposit section, send the payment to the designated number, and submit the transaction ID. The minimum deposit is ৳200 and no additional processing fee is charged.
ek11 does not charge any separate deposit fee. However, your mobile banking service (bKash, Nagad, or Rocket) may apply a small charge according to their own policy — this is outside ek11's control. For bank transfers, the bank's standard local transfer charges may also apply.
The minimum deposit amount on ek11 is ৳200 across all payment methods (bKash, Nagad, Rocket, and bank transfer). Amounts below this may not be accepted. New players will also receive a 100% welcome bonus on their first deposit, up to ৳8,000.
Customer Support
Support Questions
ek11 offers two support channels: live chat within the site and email — [email protected]. Live chat usually gives the fastest response, while emailing with full details on complex issues helps the team provide accurate assistance.
To get faster support, have the following ready before reaching out: your ek11 username or registered email, the type of issue (deposit / withdrawal / game / other), the relevant transaction ID (if applicable), and the time the issue occurred. Providing this information helps the team resolve your issue more quickly.
Yes. ek11's customer support is active 7 days a week, 24 hours a day — including public holidays, Eid, and any other special days. Support is available around the clock through both live chat and email. So if something comes up at 3 AM, feel free to reach out.
ek11's support team serves in both Bengali and English. Support is provided in Bengali with Bangladeshi players in mind, so you don't need to write in English. Whether you reach out via live chat or email in Bengali, you will receive full assistance.
Verification & Documents
Verification Questions
The identity verification (KYC) process is necessary to secure your account and prevent unauthorized use. It confirms that the account belongs to a real person and that withdrawals are going to the right individual. Once verification is complete, future transactions become smoother and faster.
A National ID card (NID) is generally the most accepted document. A passport or birth registration certificate may also be accepted. Upload clear photos of both sides of the document — blurry or cropped images will not be accepted. The document must be valid and not expired.
Yes, this is very important. The name registered on your ek11 account must match the name on the bKash, Nagad, Rocket, or bank account you are using for transactions. A name mismatch may cause delays in the withdrawal process or result in the request being rejected. So it is important to provide your correct name at registration.
If verification is rejected, ek11 will generally send a message via email or live chat explaining the reason. Common reasons include unclear images, an expired document, or a name mismatch. Correct the relevant issue and reapply. If you are unsure what to do, contact the support team directly at ([email protected]).
For security reasons, identity verification may be required before a withdrawal can be processed. This only needs to be done once, after which all transactions proceed more smoothly. For any help with verification, use ek11's live chat or email support.
Withdrawal Questions
Withdrawal Questions
After successfully submitting a withdrawal request on ek11, the money typically reaches your bKash, Nagad, Rocket, or bank account within 15 minutes to 2 hours. During high traffic periods the time may increase slightly, but it stays within this range. The minimum withdrawal amount is ৳1,000.
If a withdrawal has been pending for more than 2 hours, first confirm that your account is verified and your name details are correct. Then contact ek11 via live chat with the withdrawal amount, time, and payment method. The team will check the status of the request and resolve it promptly.
No. ek11 only approves withdrawals to a payment account registered in the account holder's own name. Sending to a number registered under another person or a family member is not possible. This policy exists to protect your funds. Please withdraw using any supported payment method registered in your own name.
Yes, ek11's withdrawal system is active 7 days a week, 24 hours a day. The standard withdrawal timeframe — 15 minutes to 2 hours — remains in effect on Fridays, Saturdays, and public holidays as well. Delays may occasionally occur during a mobile banking service's own maintenance window, but that is outside ek11's control.
The minimum withdrawal amount at ek11 is ৳1,000. Accepted withdrawal methods are bKash, Nagad, Rocket and bank transfer (such as Dutch-Bangla Bank, BRAC Bank and other major Bangladeshi banks). The payment method must be registered in your own name.
Still have questions? The ek11 support team is always ready
If the answers above did not solve your problem, don't worry — ek11's expert support team is available 24/7 for you. Support is available in both Bengali and English.
Contact us via live chat
Email support