Terms & Conditions — sura11

In these Terms, the following definitions apply unless context requires otherwise:

• "Platform" means the sura11 website accessible at sura11.cam, including all sub-pages, mobile-optimised versions, and any associated applications.
• "Member" / "User" / "Player" means any individual who has successfully registered an account on the Platform.
• "Account" means the individual user account created upon successful registration, containing the Member's personal details, transaction history, and balance.
• "Balance" means the total real-money funds held in a Member's Account at any given time, excluding bonus funds unless otherwise stated.
• "Bonus Funds" means promotional credits awarded by sura11 that are subject to wagering requirements before conversion to withdrawable funds.
• "Wagering Requirement" means the total betting turnover a Member must complete before bonus funds or bonus-derived winnings become eligible for withdrawal.
• "KYC" means Know Your Customer — the identity and age verification process conducted by sura11 to comply with internationally recognised anti-money-laundering and responsible-gaming standards.
• "Eligible Game" means a game or betting market that counts toward the fulfilment of a wagering requirement or promotional condition, as specified in the applicable promotion's terms.
• "Prohibited Territory" means any jurisdiction in which access to or use of online gambling services is unlawful or restricted under applicable local law.
• "IDR" / "Rp" means Indonesian Rupiah, the primary currency accepted on the sura11 Platform.
• "WIB" means Western Indonesia Time (UTC+7), the default time zone applied to all sura11 operating-hours references.
• "Force Majeure" means any event beyond sura11's reasonable control, including natural disasters, government action, internet infrastructure failure, or third-party payment processor outages.

To register and maintain an active account on sura11, you must satisfy all of the following eligibility conditions at all times:

1. You must be a natural person — corporate entities may not register as Members.
2. You must be at least 21 years of age. sura11 enforces a strict minimum age policy. Any Member found to be under 21 years of age will have their account permanently closed and all funds returned, subject to verification.
3. You must be an individual player acting on your own behalf. Registering or operating an account on behalf of another person, whether as agent, proxy, or representative, is prohibited.
4. You must not be subject to a self-exclusion order — whether self-imposed through the sura11 responsible gaming tools or through any third-party problem-gambling programme — that is currently active.
5. You must have the legal capacity to enter into binding agreements under the laws applicable in your jurisdiction of residence.
6. You acknowledge that online gambling may be restricted in your jurisdiction, and that it is your sole responsibility to determine whether your participation is lawful. sura11 does not provide legal advice.

The following rules govern the creation and maintenance of a sura11 Member account:

• One account per person. Each individual is permitted to hold only one active account on sura11. Operating multiple accounts — whether using the same or different personal details — constitutes a material breach of these Terms and will result in suspension of all associated accounts and forfeiture of balances.
• You must provide accurate, complete, and up-to-date registration information including your full legal name, date of birth, residential address, valid email address, and active mobile number.
• You are responsible for maintaining the confidentiality of your account password and login credentials. sura11 will not be liable for any loss or damage arising from your failure to protect your account credentials.
• You must notify sura11 immediately if you suspect unauthorised access to your account by contacting our support team via Live Chat or email at [email protected].
• sura11 reserves the right to refuse any registration application at its sole discretion, without obligation to provide reasons.
• Account details (excluding username) may be updated by contacting sura11 support and providing supporting documentation. Changes to your registered bank account number or e-wallet require re-verification of identity.

sura11 conducts Know Your Customer (KYC) verification on all accounts as a condition of withdrawal processing and in fulfilment of internationally recognised anti-money-laundering standards.

• Upon requesting your first withdrawal, you will be required to submit a copy of a valid government-issued photo identification (Indonesian KTP, passport, or SIM), a recent selfie holding the identification document, and proof of your registered payment method.
• Additional documentation — including proof of address, source of funds, or enhanced due diligence documents — may be requested at sura11's discretion for accounts exhibiting high-value transaction activity or patterns flagged by our compliance systems.
• Withdrawal requests will be held pending until KYC verification is successfully completed. sura11 is not liable for any delay in withdrawal processing caused by incomplete or unsatisfactory KYC submission.
• All documents submitted for KYC are processed and stored in accordance with the sura11 Privacy Policy.
• Submission of falsified, doctored, or fraudulent identity documents constitutes a criminal act and will be referred to the appropriate authorities. Any associated account will be permanently closed and funds frozen.

5.1 Deposits

• sura11 accepts deposits via the following methods: BCA (Bank Central Asia), BRI (Bank Rakyat Indonesia), BNI (Bank Negara Indonesia), Mandiri, CIMB Niaga, OVO, DANA, GoPay, and ShopeePay. Available methods are displayed at the deposit screen and may vary by account type or promotional status.
• The minimum single deposit is Rp 50.000. There is no universal maximum deposit limit, though individual payment providers may impose their own transaction caps.
• Deposits are credited to your account balance within 1–5 minutes during normal operating hours. sura11 is not responsible for delays attributable to third-party bank or e-wallet processing times.
• All deposits must originate from a payment method registered in your own name. Third-party deposits are strictly prohibited and will be returned (less any applicable reversal fees charged by the payment provider).
• sura11 does not accept cash deposits, cryptocurrency payments, or anonym ous payment methods.

5.2 Withdrawals

• Withdrawals are processed exclusively to bank accounts or e-wallets registered in the Member's own name and verified through the KYC process. sura11 does not process withdrawals to third-party accounts under any circumstances.
• The minimum single withdrawal is Rp 100.000. Maximum single withdrawal limits are tier-dependent and are communicated to Members upon account verification.
• Verified withdrawal requests are typically processed within 1–3 hours during operating hours (08:00–24:00 WIB). Requests submitted outside operating hours are queued for processing at the start of the next available processing window.
• sura11 reserves the right to conduct additional security checks on any withdrawal request. Withdrawal processing may be suspended for up to 72 hours where a security review is required.
• Real-money funds that have never been wagered (i.e., deposited funds withdrawn without any betting activity) may be subject to an administrative review to ensure compliance with anti-money-laundering obligations.
• sura11 does not charge withdrawal fees on standard transactions. However, your bank or e-wallet provider may apply their own transfer charges, for which sura11 accepts no responsibility.

sura11 offers a range of bonuses and promotional offers to eligible Members. All bonuses are subject to the following general conditions, as well as any specific conditions stated in the individual promotion:

• Bonuses are available to verified Members in good standing only. Members whose accounts are under review, suspended, or subject to a self-exclusion order are not eligible to receive or activate bonuses.
• Each promotion specifies a wagering requirement — the total real-money and/or bonus-money betting turnover that must be completed before bonus-derived funds become withdrawable. Wagering requirements are clearly stated on each promotion page and range between 5x and 30x depending on the offer type.
• Not all games contribute equally to wagering requirements. Live dealer games, certain table games, and excluded titles may contribute at a reduced rate (e.g., 10%) or zero. The contribution schedule is published on the promotion detail page.
• Bonuses expire if not activated within the stated activation window (typically 7 days from award) and if wagering requirements are not completed within the stated validity period (typically 14–30 days from activation).
• Only one promotional bonus may be active per account at any given time unless the promotion expressly states otherwise.
• sura11 reserves the right to amend, suspend, or withdraw any promotion at any time with reasonable notice. Active bonuses will be honoured under the terms in force at the time of activation.
• Bonus abuse — including but not limited to: multi-accounting, arbitrage betting solely for bonus extraction, providing false information to qualify for a promotion, or coordinating with other Members to exploit promotional mechanics — constitutes a material breach of these Terms. sura11 will void all associated bonuses, recover any bonus-derived winnings from the account balance, and permanently suspend the implicated accounts.
• Welcome bonuses are available to new Members on their first qualifying deposit only. Subsequent deposits do not qualify unless a separate reload promotion is active and explicitly applied.

The following general rules apply to all betting and gaming activity on sura11. Game-specific rules are published within each game interface and, for sports markets, within the sportsbook help section.

• All bets are final once confirmed. sura11 does not accept requests to cancel, void, or modify a bet after it has been placed and accepted by the system, except where the specific game or sportsbook rules expressly provide for a cancellation window.
• Minimum and maximum stake limits apply to all markets and games. These limits are displayed within the betting interface and may vary by game type, market, event, and account tier.
• In the event of a manifest error — including but not limited to incorrect odds display, system malfunction, or data feed failure — sura11 reserves the right to void affected bets and return stakes to the Member's account balance. A manifest error is one that a reasonable person would immediately recognise as incorrect.
• For sports betting, including bandar bola (sportsbook) markets and mix parlay (multi-leg accumulator) bets, settlement is based on official results as confirmed by the relevant governing body. sura11 follows standard Asian handicap (voor bola) settlement rules as published in the sportsbook help section.
• For togel (Indonesia's traditional numbers lottery) games, draw results are sourced from the relevant official or partner draw provider. sura11 is not responsible for delays or inaccuracies in third-party draw result feeds.
• Live in-play betting markets may be suspended or removed at any time at sura11's discretion, particularly in response to significant in-game events (e.g., a red card, injury stoppage, or technical timeout). Stakes on suspended markets are returned where settlement cannot be completed.
• sura11 uses RNG (Random Number Generator) technology certified by independent testing laboratories for all applicable casino and slot games. RTP (Return to Player) percentages for certified titles are published in the game information panel.

The following conduct is strictly prohibited on the sura11 Platform. Engaging in any prohibited activity will result in immediate account suspension, permanent closure, forfeiture of balance, and where appropriate, referral to law enforcement:

• Registering more than one account, or using another person's account with or without their knowledge.
• Providing false, misleading, or fraudulent personal information at any stage of registration, KYC verification, or promotional application.
• Using automated betting software, bots, scripts, or any technology designed to provide an artificial advantage in betting or gaming outcomes.
• Match-fixing, spot-fixing, or any form of collusion with players, officials, or other parties to influence the outcome of a sporting event or game.
• Exploiting software bugs, glitches, or vulnerabilities in any game or platform system. Any winnings generated through exploitation of a known or unknown system error will be voided.
• Using the Platform for money laundering, terrorist financing, or any other unlawful financial activity.
• Harassing, abusing, threatening, or intimidating sura11 staff, customer support agents, or other Members.
• Accessing the Platform using a VPN, proxy, or any other technology to conceal your true geographic location or identity.
• Reproducing, distributing, or commercially exploiting any content, data, or intellectual property belonging to sura11 without prior written authorisation.

All content on the sura11 Platform — including but not limited to the sura11 brand name, logo, website design, graphics, text, software, game interfaces, and data compilations — is the intellectual property of sura11 or its licensed content providers and is protected by applicable intellectual property laws.

• Members are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for personal, non-commercial betting and gaming entertainment.
• No Member may copy, reproduce, redistribute, modify, create derivative works from, or commercially exploit any Platform content without the express prior written consent of sura11.
• Game content — including titles, graphics, audio, and mechanics — supplied by third-party studios (including Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, and Pocket Games Soft) remains the intellectual property of the respective studio and is governed by their applicable licensing agreements.
• Unauthorised use of sura11's intellectual property will be pursued through all available legal remedies.

sura11 collects, stores, and processes personal data in accordance with its Privacy Policy, which forms an integral part of these Terms and is incorporated herein by reference. By registering an account, you consent to the collection and use of your personal data as described in the Privacy Policy.

• Personal data is used for account management, KYC verification, fraud prevention, responsible gaming monitoring, and where you have opted in, marketing communications.
• sura11 does not sell personal data to third parties. Data may be shared with verified KYC and payment processing partners strictly for the purposes described in the Privacy Policy.
• Members may request access to, correction of, or deletion of their personal data in accordance with applicable data protection principles by contacting [email protected].

To the fullest extent permitted by applicable law, sura11 excludes liability for the following:

• Any loss of profits, revenue, data, goodwill, or other indirect or consequential losses arising from your use of the Platform, even where sura11 has been advised of the possibility of such losses.
• Service interruptions, platform downtime, or data loss resulting from technical failures, maintenance windows, cyberattacks, or Force Majeure events beyond sura11's reasonable control.
• Delays in deposit crediting or withdrawal processing attributable to third-party banks (BCA, BRI, BNI, Mandiri, CIMB Niaga) or e-wallet providers (OVO, DANA, GoPay, ShopeePay).
• Financial losses sustained through betting or gaming activity. All gambling involves inherent financial risk. You are solely responsible for your wagering decisions.
• Unauthorised access to your account arising from your failure to maintain secure login credentials.

Where sura11's liability cannot be excluded by law, our total aggregate liability to any Member for any claim shall not exceed the total amount deposited by that Member in the 30 days immediately preceding the event giving rise to the claim.

12.1 Suspension by sura11

sura11 reserves the right to suspend or permanently close any Member account, with or without prior notice, where:

• There is reasonable suspicion of fraudulent activity, prohibited conduct, or breach of these Terms.
• A security or compliance review is in progress and the account must be restricted pending completion.
• The Member has failed to complete KYC verification within the required timeframe.
• A court order, regulatory instruction, or law enforcement directive requires account restriction.

Where an account is suspended pending investigation and the investigation concludes in the Member's favour, the account will be reinstated and any withheld funds released without unreasonable delay.

12.2 Closure by Member

Members may close their account at any time by contacting sura11 support via Live Chat or at [email protected]. Upon closure request:

• Any remaining real-money balance (excluding non-withdrawable bonus funds) will be returned to the Member's verified payment method within 5 business days, subject to completion of any outstanding KYC requirements.
• Accounts subject to an active self-exclusion order cannot be reopened for the duration of the exclusion period.
• sura11 retains transaction records and identity documents for regulatory compliance purposes for a minimum of five (5) years following account closure.

sura11 is committed to promoting responsible gaming and minimising gambling-related harm. As part of this commitment:

• All Members are required to be at least 21 years of age. sura11 conducts mandatory age verification and will permanently close any account belonging to a person under this age.
• Members may set daily, weekly, or monthly deposit limits, loss limits, and session time limits at any time through the account settings panel. Reductions to limits take effect immediately; increases are subject to a 48-hour cooling-off period.
• Members may request a temporary time-out (24 hours to 6 weeks) or a permanent self-exclusion at any time. Self-exclusion requests take effect within 24 hours and cannot be reversed during the exclusion period.
• During an active self-exclusion, the Member will be unable to log in, deposit, or place bets. Marketing communications will be suspended immediately upon activation of self-exclusion.
• If you believe your gambling has become problematic, we encourage you to contact our support team or seek professional help. Full guidance is available on our Responsible Gaming page.

These Terms are governed by and construed in accordance with internationally recognised principles of commercial law applicable to online gaming platforms licensed and regulated internationally.

• sura11 operates under an internationally issued gaming licence. The regulatory framework governing the Platform's operations is that of the licensing jurisdiction, details of which are available upon request from our compliance team.
• Any dispute arising from these Terms or your use of the Platform that cannot be resolved informally through sura11 customer support shall be submitted to binding arbitration conducted in English under internationally recognised arbitration rules.
• Nothing in this clause limits any statutory rights you may have under applicable consumer protection legislation in your country of residence.
• You acknowledge that it is your sole responsibility to determine whether your use of the sura11 Platform is lawful in your jurisdiction of residence. sura11 does not warrant that access to the Platform is legal in any particular territory.

sura11 reserves the right to amend, update, or replace these Terms at any time. The following process applies to all material amendments:

• Material changes to these Terms will be communicated to Members via email notification to the registered email address and/or a prominent notice displayed on the Platform upon next login, at least 7 days before the changes take effect.
• Continued use of the Platform after the effective date of any amendment constitutes your acceptance of the revised Terms.
• If you do not accept the revised Terms, you must cease using the Platform and contact support to close your account. Any remaining balance will be returned to your verified payment method.
• Minor amendments — such as corrections of typographical errors, clarifications that do not substantively alter Member rights, or updates to reflect changes in payment provider names — may be made without advance notice and take effect upon publication.
• The version of these Terms bearing the most recent "Last Updated" date at the top of this page is the version currently in force. Archived versions of previous Terms are available upon written request to [email protected].

For any queries regarding these Terms & Conditions, or to exercise any right described herein, please contact the sura11 compliance and support team through the following channels:

• Email: [email protected] (plain text — not a clickable link)
• Live Chat: Available 24/7 directly within the sura11 Platform
• WhatsApp: +62 811 9876 5432 (08:00–24:00 WIB)

When contacting us regarding a specific Terms-related matter, please include your registered account username and a brief description of your query to allow our team to assist you as efficiently as possible. Response times for email and compliance enquiries are typically within 1 business day.