When you utilize the live chat on slotoro-kazino https://slotoro-kazino.lt/legal-and-affiliates/.lt, you accept these Terms of Use along with our General Terms, Privacy Policy, and Cookie Policy. We offer real-time support for questions about your account, payments, bonuses, and technical issues. Go through this document before you share any personal data. Using the chat means you accept the monitoring, recording, and data practices described below. These terms are valid only to residents of Lithuania who utilize our licensed services.
Intellectual Property and Utilization of Chat Transcripts
All customer service content, comprising templates, scripts, explanations, and written guidance, is our exclusive intellectual property. You obtain a restricted, non-transferable authorization to keep transcripts for personal records and in any dispute directly involving your account. You must not release, distribute, or publicly display any part of a transcript without our prior written consent, which we may withhold arbitrarily. Partial editing or out-of-context quotation that falsely presents the exchange is a breach and we will seek available remedies.
If we permit sharing, you must adhere to any conditions we set. For example, posting the complete unedited exchange, showing a disclaimer that it is not advice, or omitting employee identities. We may withdraw permission retroactively if conditions are breached or publication creates unforeseen risks. Nothing curtails your statutory right to furnish transcripts to the Gaming Control Authority, consumer protection bodies, or a court for a lawful investigation or proceeding.
Eligibility and User Verification Before Chat Initiation
Live chat is available only to verified account users who are 21 or older, residing in Lithuania, and not voluntarily excluded or restricted under any official register. Our system checks your account status in real-time. If a temporary block, break period, or compulsory restriction is detected, the chat will not load and you will see an information page explaining the restriction. Agents cannot change these system blocks.
For financial adjustments, handling withdrawals, or password changes, we mandate a additional security step: a single-use code dispatched to your registered phone or email, verification questions, or a official ID uploaded through our protected portal. You accept to these procedures. Failure to comply ends the interaction without completing the desired action. Each verification occurrence, covering authentication method, timestamp, and final state, is registered in our secure CRM for auditing and governmental reporting.
Goals of the Chat Service
Our live chat provides text-based assistance in Lithuanian language and English for account handling, deposits, bonus activation, and problem-solving. Agents provide informational and operational guidance only. We do not offer financial, legal, or psychological counsel, and no binding dispute decisions are made through chat alone. We may change operating times, availability, and supported topics for staffing or regulatory reasons, without accountability for downtime beyond our reasonable influence.
You must communicate politely. Hostile, intimidating, discriminatory, or deliberately deceptive messages give us the authority to stop the chat and report the matter to security and compliance. This can contribute to account restriction or closure under our General Terms. We have zero tolerance for harassment of our team and for any attempt to use chat to circumvent anti-fraud, anti-money laundering, or responsible gaming protections. Any account change you ask for through chat needs identity authentication and additional approval where required.
Confidentiality and Data Safeguarding During Live Chats
All personal data you provide is managed as confidential and processed under GDPR and the Lithuanian Law on Legal Protection of Personal Data. Agents complete annual data-protection instruction covering reduction and purpose specification. You must not share third-party personal data unless you have their clear permission and it is necessary for a allowed joint-account query. Unsolicited third-party data shall be redacted and the session could be terminated.
We implement end-to-end security in transit and AES-256 encoding at rest, but we cannot guarantee absolute security against dangers on your device. You are accountable for maintaining a secure, private network and a malware-free device. Refrain from using public Wi-Fi or public computers when sharing sensitive data. Any infrastructure breach that affects chat data initiates our notification plan. We will notify affected customers and the State Data Protection Inspectorate within statutory deadlines.
Modifications to Live Chat Usage Terms
We may modify these terms to address operational, technological, legal, or commercial changes. Material amendments, including changes to data retention, prohibitions, limitations of liability, or monitoring practices that reduce transparency, will be communicated at least fourteen days in advance via email and a login notification. Technical, administrative, or clarifying amendments that do not materially affect your rights may take effect immediately without notice.
Your continued use after the effective date signifies acceptance of the revised terms. If you disagree, you must stop using live chat and direct future queries to our email ticketing system under the dispute-resolution provisions of our General Terms. We keep an archive of previous versions, which you can request by contacting our data protection officer. We encourage periodic review to stay informed about your rights and obligations.
Warranty Disclaimer and Exclusion of Liability for Live Chat
We deliver the service “as available” with zero assurance of uninterrupted or error-free functioning. We are not liable for delays from connection issues, force majeure, external service outages, or emergency maintenance. Live chat is a handy tool. Our email ticketing system remains an option. You bear complete liability for judgments and steps you take based on advice obtained through chat.
To the maximum extent allowed by the laws of Lithuania, we exclude indirect, secondary, special, or punitive damages, including foregone earnings, information loss, operational disruption, or mental anguish, even if notified of the potential. Our aggregate liability for immediate damages caused by serious negligence or wilful misconduct is limited at the total deposits you deposited in the 30 days before the event. This does not limit liability for loss of life, bodily harm, fraud, or any obligation that cannot legally be disclaimed.
Agent Capabilities and Limitations, and Escalation Process
Support Agents can check account status, explain bonus terms, guide deposits and withdrawals, initiate password resets, update non-critical preferences, and log complaints for formal review. They cannot override risk management decisions, add funds, change wagering requirements, cancel completed withdrawals, modify terms retroactively, or issue binding dispute determinations. Any issue that exceeds their authority is forwarded with a unique reference number and an projected resolution timeline.
The escalation system has three tiers: front-line agents for standard questions; senior specialists and team leaders for complex payment inquiries, bonus reviews, and preliminary adjudication; and our compliance, payments, and legal departments for regulatory matters, problem gambling interventions, formal complaints, and law-enforcement requests. You are welcome to request escalation if you feel the initial response inadequate, and the agent will follow through. We endeavor to acknowledge escalated issues within 24 hours and deliver a substantive reply within five business days, with prior notice if more time is necessary.
Affiliate Program Implementation and Real-time Chat Assistance for Members
Verified affiliates with an active agreement may utilize live chat for specific queries about commissions, payment schedules, advertising assets, referral URLs, and account login. Affiliate chats are subject to the same confidentiality and recording rules, and commercially sensitive data, such as custom pricing or multi-tier arrangements, is routed through restricted chat segments unavailable to standard player-support agents.
Affiliates must follow all restrictions on offensive speech, external data disclosure, and link or file transfer. A higher standard of conduct applies. Any breach may lead to instant partnership termination, loss of unpaid commissions, and public announcement if mandated by compliance or fairness commitments. Chats involving contract negotiations, brand change, or partnership disputes are forwarded directly to the affiliate management team with improved metadata tagging for director-level oversight.
Banned Uses and Material Restrictions in Chat Room
Chat should not be used to transmit profanity, hate speech, threats of violence, sexually explicit content, or any communication promoting illegal activity, including unauthorised gambling, drug use, or financial crimes. Do not seek agents for unrelated products or investment opportunities. Links, file attachments, and executable code are prohibited because our system is not built to scan external content for threats. Any such action is treated as a security violation and results in immediate termination.
Automated scripts, bots, or excessive connection requests that affect service for others are prohibited. We enforce rate limiting and block anomalous IP volumes. Such activity may expose you to civil liability and will be reported to relevant authorities in Lithuania with full supporting data, including transcripts and connection logs, to pinpoint the source and nature of the violation.
Oversight, Capturing, and Data Retention Procedures
We record every chat in full: the message transcript, timestamps, agent ID, session length, and account reference. This enables quality assurance, training, dispute resolution, compliance, and fraud prevention. By using the service, you consent to recording and relinquish objections to transcript use in investigations, audits, or legal proceedings. Recordings are stored on encrypted servers within the EEA, accessible only to authorised compliance, legal, and customer-experience staff.
We hold transcripts for five years from the interaction date, or longer if an ongoing investigation or legal hold demands it. This aligns with Lithuanian anti-money laundering record-keeping obligations. You can request a copy of your transcripts through a formal subject access request under our Privacy Policy, and we answer within thirty days in a structured, machine-readable format. After the retention period, records are securely destroyed unless a legal hold applies.
Disagreement Handling and Legal Framework for Live Chat Matters
These terms are subject to the laws of the Republic of Lithuania, and you submit to the exclusive jurisdiction of the courts of Vilnius, though we may pursue injunctive relief elsewhere to avoid imminent harm. Before formal proceedings, both parties agree to attempt good-faith resolution through our internal complaints procedure, commenced by submitting a written complaint via the designated platform channel.
We confirm a formal complaint within five business days, then carry out a thorough investigation, examining all relevant transcripts, verifying procedures, and consulting operational teams. We endeavor to deliver a final written response within twenty business days, detailing findings, proposed remedies, and further recourse. If you stay dissatisfied, you may bring the matter to the Gaming Control Authority or the civil courts. We preserve all evidence, including complete transcripts and metadata, throughout any pending complaint, litigation, or regulatory investigation.