Terms & Conditions Surga11 – Complete Platform Usage Guide for Members in Malaysia

By registering an account, accessing, or using the Surga11 in any manner whatsoever, you hereby acknowledge that you have read, understood, and agreed to be bound by all terms and conditions contained in this document, together with our Privacy Policy and Responsible Gaming Policy, each of which is accessible on the respective pages.

These terms and conditions constitute a legally binding agreement between you as a member and Surga11 as the platform operator. If you do not agree with any part of these terms, you are not permitted to use the Surga11 and should close your account immediately.

These terms are drafted in Bahasa Malaysia for maximum clarity to our members across Malaysia. Should any ambiguity arise in interpretation, Surga11 holds the final authority to interpret these terms in the context of their original intent.

To become a member Surga11 and make full use of the platform, you must meet the following eligibility requirements at all times:

• At least 18 years old at the time of registration and throughout your use of the platform.
• Have full legal capacity to enter into a binding agreement under the laws applicable to you.
• Not a resident or citizen of any jurisdiction where the use of this platform is prohibited or restricted by local law.
• Never had an account closed by Surga11 previously had an account closed due to a breach of terms.

Each individual is only permitted to register and hold one (1) account on the platform Surga11. Holding more than one account – whether in your own name, a family member's at the same address, or using different details belonging to the same individual – is strictly prohibited and may result in the closure of all associated accounts and the freezing of any account balances.

The information you provide during registration must be accurate, complete, and up to date. Providing false, inaccurate, or misleading information is a serious breach of these terms and may result in account closure without notice.

All financial transactions on the Surga11 conducted exclusively in Malaysian Ringgit (MYR). Surga11 does not accept or process payments in foreign currencies, and no currency conversion charges are applied.

Accepted Deposit Methods:

• Touch 'n Go eWallet
• GrabPay
• Boost eWallet
• ShopeePay
• DuitNow (Instant Transfer)
• FPX via Maybank2u, CIMB Clicks, and selected Malaysian banks

The minimum deposit limit is RM20 per transaction. Funds are typically credited to your account Surga11 your account within under 3 minutes after the transaction is confirmed by the payment processor. If there is a delay exceeding 30 minutes, please contact our support team with proof of the transaction.

Withdrawal Rules:

• Withdrawals may only be made to the same payment method used for the deposit, or to a bank account registered under the same name as the Surga11.
• The minimum withdrawal is RM50 per request.
• Withdrawal requests are typically processed within 15 to 30 minutes.
• For withdrawal amounts exceeding RM5,000, additional verification may be required and the process may take up to 24 hours.
• Any bonus balance that has not met the wagering requirements cannot be transferred to a withdrawal account.

All bonuses and promotions offered by Surga11 subject to specific conditions that must be met before bonus funds or winnings derived from bonus funds can be withdrawn. These conditions are stated individually for each promotion on the Promotions ours.

Wagering Contribution Rates:

• Slots: 100% — every RM wagered on slots counts in full toward meeting the bonus wagering requirement.
• Table Games & Live Casino: 10% – bets placed on Baccarat, Blackjack, Roulette, and other table games count only 10% towards wagering requirements.
• Poker: 5% – bets placed on Poker games count 5% towards the wagering requirement.
• Sports & E-Sports Odds: Refer to the specific terms of the relevant promotion – contribution rates vary by bet type.

Wagering requirements must be met within the timeframe specified for each promotion — typically between 7 and 30 days from the date the bonus is credited. Failure to meet the wagering requirements within the stipulated period will result in the bonus being forfeited without notice. Any winnings derived from bonus funds that have not yet satisfied the wagering requirements cannot be withdrawn.

Surga11 reserves the right to withdraw, modify, or cancel any promotion or bonus at any time without prior notice if there is evidence that the promotion has been unfairly exploited or used contrary to its original intent.

All games offered on the platform Surga11 – including slots, table games, live casino, poker, and other games – have specific rules accessible within each game's interface. Members are responsible for understanding the rules of each game before placing any bets.

Game results are final and may not be disputed unless there is substantial evidence of a verifiable technical failure. In the event of a confirmed technical failure during an active game round, the relevant wager will be returned to the member's account balance.

For live table games with a real dealer, all game sessions are recorded by Surga11. These recordings are used for the purpose of resolving any disputes that may arise. Decisions confirmed through the review of recordings are final.

For Sports Betting and e-sports, market results are determined based on the official outcome of the relevant competition as declared by the recognised governing body. Surga11 reserves the right to void or adjust bets in the event of an irregular outcome or a force majeure situation beyond our control.

Account security Surga11 is a shared responsibility between you and our platform. Members are solely responsible for keeping their account login credentials confidential, including their username and password.

• Do not share your login credentials with anyone, including family members.
• Use a strong password – a combination of uppercase letters, lowercase letters, numbers, and symbols.
• Avoid logging into your account over unsecured public WiFi networks Surga11.
• Log out of your account after each session, especially on shared devices.
• Enable two-factor authentication (2FA) where available for an added layer of security.

Any activity that occurs on your account – including all bets and financial transactions – is considered to have been carried out by you, unless a report of unauthorized access has been received in writing by Surga11 before the activity in question takes place. Please report any unauthorised access to your account to our support team immediately.

Member Surga11 strictly prohibited from engaging in any of the following activities. Violation of any of these prohibitions may result in immediate account closure, freezing or forfeiture of the entire account balance, and potential legal action:

• Fraud and Forgery: Providing false personal identification, using fraudulent documents for the KYC process, or impersonating another individual.
• Money Laundering: Using the platform Surga11 as a channel to transfer or conceal illicit funds derived from criminal activity.
• Multiple Accounts: Registering or using more than one account to unfairly obtain bonuses or other advantages.
• Bonus Abuse: Using strategies specifically designed to meet bonus wagering requirements without genuine risk (bonus abuse), including coordinated betting across two or more different accounts.
• Use of Automated Software: Using bots, automated scripts, or third-party software to play or manipulate game outcomes.
• System Disruption: Any attempt to hack, disrupt, or manipulate the platform, servers, or software Surga11.
• Credit Abuse: Requesting a withdrawal with the intent to subsequently file a chargeback through a financial institution.

Surga11 employs a sophisticated monitoring system to detect suspicious betting patterns and transactions. Any account identified as being involved in the above activities will be investigated and dealt with accordingly.

Voluntary Closure: Members may close their account Surga11 at any time by contacting our support team. Prior to processing the closure, any available cash balance in the account will be transferred to the member once all relevant conditions have been met.

Closure by Surga11: We reserve the right to suspend or close any member's account at any time without prior notice if:

• A member is found to have breached any provision of these Terms & Conditions.
• There is reasonable suspicion of fraudulent activity or money laundering.
• The member does not meet the eligibility criteria stated in Section 2.
• Instructions received from relevant authorities to do so.

In the event of account closure due to a terms violation, Surga11 reserves the right to forfeit all or part of the account balance, including all bonuses and winnings obtained through activities that violate these terms.

Surga11 is fully committed to promoting responsible gaming. We believe that online entertainment should remain an enjoyable recreational activity, not a source of stress or financial hardship.

Platform Surga11 provides a range of self-control tools to help members manage their gaming habits:

• Deposit Limit: Set daily, weekly, or monthly deposit limits to control how much you load into your account.
• Loss Limit: Set a net loss limit for a specified period – once the limit is reached, you will not be able to continue betting until the period ends.
• Play Time Limit: Set a session time limit to help you keep your play within a healthy timeframe.
• Self-Exclusion: Choose to exclude yourself from the platform for a set period — 7 days, 30 days, 90 days, or permanently.

A self-exclusion activated by the member is final for the duration selected. Surga11 will not permit a member who is currently in a self-exclusion period to log in or play, even at the member's own request.

Platform Surga11 is provided on an "as-is" basis. While we continuously invest in our technical infrastructure to ensure platform availability and stability, we cannot guarantee that the platform will operate at all times free from interruptions, delays, or technical errors.

Surga11 is not liable for any losses incurred by a member as a result of:

• Technical interruptions, server failures, or loss of internet connection on the member's end.
• Actions or omissions by third parties, including payment processors and game providers.
• Events beyond our control, including natural disasters, power outages, or other force majeure occurrences.
• Game outcomes that a member considers unfavourable but were fairly generated by an audited RNG system.

Surga11 reserves the right to amend, update, or replace any part of these Terms & Conditions at any time at our sole discretion. Members will be notified of significant changes via their registered email address or through a notice displayed on the platform at least 7 days before the changes take effect.

Emergency amendments – such as changes required to ensure legal compliance or to address a security vulnerability – may take effect immediately without prior notice.

It is each member's responsibility to review this Terms & Conditions page periodically. The "Updated" date at the top of this page reflects when the most recent amendments were made. Continued use of the platform after any amendments take effect will be considered acceptance of the revised terms.

If you have any questions, concerns, or require further clarification on any part of these Terms & Conditions, our Surga11 here to help you.

• Live Chat: Available on the platform after logging in – response within minutes, 24 hours a day, 7 days a week.
• Email: support@surga11.cash – for inquiries requiring a written response or documentation.

Our support team is fluent in both Bahasa Malaysia and English and operates around the clock, including Malaysian public holidays. Our goal is to respond to every enquiry as quickly as possible so you can get back to enjoying your experience at Surga11.