thl11 FAQ — You ask, we answer

If you feel like you are losing control of your gambling, you can contact thl11's 24/7 Live Chat right away. You can also email [email protected]. The support team can set up Self-Exclusion and Cooling-Off periods for you, and your personal information will be kept confidential.

You must be 21+ to play at thl11. This is a firm policy on our platform. No person under the age of 21 may open an account, and by using the platform you agree that any account found to be in breach of this rule may be suspended.

Signs of a gambling problem include repeatedly chasing losses, spending more than you planned to, or finding that gambling is affecting your family, work, or finances. If you feel this way, contact the support team and request limits to be put in place immediately.

A Cooling-Off period is a feature that lets you take a temporary break from gambling, either on your own request or through the support team. If you are concerned you might break the pause, you can choose Self-Exclusion instead for a longer restriction. You can request this service through Live Chat.

After a Self-Exclusion period ends, there is a process you need to go through to reopen your account. Once the period is over, you can contact the support team to arrange this — but only if you genuinely feel you have made positive changes. We encourage you to think carefully rather than act in haste.

KYC (Know Your Customer) is a process carried out to secure financial transfers, verify account ownership, and confirm that the account holder is 21+. This step is essential at thl11 to protect players' funds and personal information.

The support team may request KYC documents when you make large withdrawals, when you make your first major withdrawal after opening an account, or when inconsistencies are found in your personal details. This request is a normal part of the process, so there is no need to be concerned.

Yes. Both a Myanmar National Registration Card (NRC) and a Passport are accepted as KYC documents. Photos must be clear and all text must be readable. Blurry photos can slow down the verification process, so please submit clear images.

thl11 stores players' personal information securely using SSL encryption. Our Privacy Policy makes clear that this data is never sold to third parties. You can read the full privacy policy here.

If your KYC verification is rejected, contact the support team via Live Chat to ask for the reason. Rejections are often due to unclear photos or mismatched data. Please resubmit with clear photos and correct information — the support team will help get it accepted.

You can deposit using KBZPay, Wave Money, or AYA Pay, with a minimum of 10,000 Ks for all three methods. The same rules and minimum amount apply across all three options, so any player can get started easily.

After depositing, your balance normally updates within a short time. However, delays can occur during network slowdowns or server maintenance. If more than 30 minutes have passed since your transfer and it still hasn't appeared, save the transaction screenshot from KBZPay or Wave Money and send it via Live Chat — our support team will look into it.

thl11 does not charge any fees on deposits. The full amount you deposit goes into your account. That said, payment services like KBZPay or Wave Money may have their own fees — players should check directly with those services to find out.

Log in to your thl11 account and go to the deposit section. Select Wave Money as your payment method and transfer to the Wave Money number shown on our agent page. After transferring, upload the transaction screenshot in the payment receipt form first — then the funds will be added to your account. Minimum deposit is 10,000 Ks.

The minimum withdrawal amount at thl11 is 30,000 Ks, and this applies equally to KBZPay, Wave Money, and AYA Pay. If your balance is below this amount, withdrawals cannot be processed until the minimum is met.

Withdrawal requests are normally processed within 15 minutes to 2 hours. It may take longer during peak network times or due to verification processes, but if it exceeds this window, you can contact Live Chat.

Yes. The thl11 support team operates 24/7, so withdrawal requests are accepted at night, on Saturdays, and on Sundays. The 15-minute to 2-hour processing time applies regardless of the date or time. If the delay is on the payment service provider's side, you can contact the support team to check.

To withdraw bonus funds, you must meet the wagering requirement. At thl11, you need to wager the bonus amount 20 times before any winnings from that bonus can be withdrawn. For example — if you receive a 20,000 Ks bonus, you must wager 20,000 × 20 = 400,000 Ks before a withdrawal can be made.

No. At thl11, withdrawals can only be sent to a KBZPay, Wave Money, or AYA Pay wallet registered in the player's own name. Sending to a third party's wallet is not permitted — this policy is in place to keep players' funds secure.