Help Centre
11hi FAQ — Frequently Asked Questions
Find answers to all your questions about accounts, payments, KYC verification, and cricket betting in one place.
We have brought together the most frequently asked questions here so your experience at 11hi is smooth and enjoyable. Whether you are a new player or an experienced one — you will find clear and detailed answers below on everything from opening an account to withdrawals, identity verification, and sports betting. If you cannot find the answer to your question, our 24/7 support team is always ready.
Account Questions
To open an account at 11hi, you need an active mobile number, a valid email address, and a password of your choice. The registration form is straightforward — enter the correct details and your account will be active within minutes. Keep in mind that providing information in your own name is mandatory, as your name is checked during payment verification.
No, only one account is allowed per person. Creating multiple accounts using the same device, IP address, or payment method may result in those accounts being temporarily suspended and bonuses being cancelled. If you have trouble accessing a previous account, contact the support team directly — they will help resolve it.
To change your phone number or email, log in to your account and go to the Profile Settings section. Changing sensitive details such as your name or date of birth may require identity verification. For such changes, contact our support team directly via live chat — they will assist you promptly.
A strong password should be at least 8 characters long and include a mix of uppercase letters, lowercase letters, numbers, and special characters (such as @, #, !). It is best to avoid simple passwords (such as 123456 or your own name). Change your password regularly and do not share it with anyone to keep your account secure.
Generally, a username is set once during registration and the option to change it automatically is limited. However, if you have a specific reason, contact the support team via live chat. They will consider your request and take the necessary steps if possible.
How to Withdraw Money
The minimum withdrawal amount at 11hi is ৳800. Withdrawal requests below this limit will not be accepted. So before withdrawing, make sure your balance is at least ৳800 or more. Ensure you enter the correct amount and payment details when withdrawing so the process completes quickly.
Under normal circumstances, a withdrawal takes 10 to 45 minutes to complete. bKash, Nagad, Rocket, and Upay typically deliver funds in the fastest time. Bank transfers may take a little longer. If more than 45 minutes pass after submitting a request, contact us via live chat.
No, for security reasons withdrawals can only be sent to a wallet or bank account registered in your own name. This means the name on your 11hi account and the name on your payment account must be the same. Requests to send funds to another person's wallet will be rejected and the account may be reviewed.
A 'pending' withdrawal generally means the request is being processed. Wait a little while. If the status has not changed after 45 minutes, provide your transaction ID to the support team via live chat. They can verify it directly and resolve the issue. A withdrawal can also be held up if KYC verification has not been completed.
Yes, 11hi's withdrawal service runs 24 hours a day, 7 days a week. Whether it is late at night or during Eid holidays — you can request a withdrawal at any time, and the process generally completes within 10–45 minutes. However, for bank transfers, the bank's own business hours may have some effect.
You can withdraw via bKash, Nagad, Rocket, Upay, and bank transfer. For bank transfers, accounts at major Bangladeshi banks such as Dutch-Bangla Bank, BRAC Bank, or Islami Bank can be used. The minimum withdrawal is ৳800 for any method.
Identity Verification (KYC)
The identity verification or KYC (Know Your Customer) process is primarily for the security of your account. It confirms that the account truly belongs to you and that no one else is operating an account in your name. It also helps prevent fraud and ensures your withdrawal reaches the right person safely.
KYC verification is usually requested at the time of your first withdrawal or when withdrawing a large amount. It may also be requested if suspicious activity is noticed on the account or if the name on the payment method does not match the account name. Completing verification early means faster withdrawals in the future.
The Bangladesh National Identity Card (NID) is the most accepted document. A passport or driving licence can also be used. Photos must be clear, sharp, and fully visible — blurry or cropped images are not accepted. Both the front and back of the document may be required.
If your KYC verification is rejected, read the reason carefully. Common reasons include blurry images, a name mismatch, or sending the wrong document. Try again with new photos taken clearly in good lighting. If the problem persists, let the support team know via live chat — they will guide you through the steps.
After registration, you can generally start playing and making deposits. However, KYC verification must be completed before you can withdraw. So submitting your documents before your first withdrawal saves time later. Once the verification process is done, you do not need to repeat it.
Cricket & Sports Betting
Decimal odds are easy to read. Say a team's odds are 2.50 — this means if you place a ৳100 bet and win, you get back a total of ৳250 (profit of ৳150). The formula is: bet amount × odds = total return. The higher the odds, the lower the chance of winning but the bigger the reward. Odds cannot go below 1.0.
Generally, if a match is abandoned or a no-result is declared, the bet is considered void and the stake is returned to your account. However, rules for specific markets may differ — particularly if a result is determined after a certain number of overs. Read the terms and conditions for details or ask support.
Yes, 11hi offers live in-play betting. Odds update in real time during a match and you can analyse the situation before placing a bet. Keep in mind that in-play odds change quickly, so think carefully before deciding and stay within your budget.
In cricket betting, the most popular markets are match winner, top run scorer, top wicket taker, powerplay score, next over runs, and toss winner. In T20 format, powerplay and death-over markets are especially popular. The rules vary slightly for each market, so read the market description before placing a bet.
Yes, betting is available on all types of cricket events — Bangladesh Premier League (BPL), IPL, T20 World Cup, and ICC international matches. For example, markets such as which team will win or who will score more runs in a Bangladesh vs India match are available. Betting is also available on football and kabaddi events.
Bets are generally settled quickly after a match ends. Live markets settle right after each event, while the match-winner market settles once the final result is confirmed. If settlement is unusually delayed, notify us via live chat and share the transaction details.
Still have questions?
Our support team is available in Bengali and English 24 hours a day, 7 days a week. Get an instant answer via live chat or write to us by email.
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