When you utilize the live chat on slotoro-kazino.lt, you accept these Terms of Use along with our General Terms, Privacy Policy, and Cookie Policy. We provide real-time support for questions about your account, payments, bonuses, and technical issues. Review this document before you provide any personal data. Utilizing the chat means you accept the monitoring, recording, and data practices described below. These terms are valid only to residents of Lithuania who access our licensed services.
Scope of the Live Chat Service
Our live chat provides text-based assistance in Lithuanian language and English for account administration, transactions, bonus claiming, and issue resolution. Agents offer informational and operational direction only. We do not give financial, legal, or psychological advice, and no binding dispute rulings are made through chat alone. We may change operating hours, availability, and supported subjects for staffing or regulatory purposes, without responsibility for interruptions beyond our reasonable control.
You must interact respectfully. Abusive, intimidating, biased, or deliberately misleading messages give us the authority to end the chat and report the matter to security and compliance. This can result to account restriction or closure under our General Terms. We have zero acceptance 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 suggest through chat needs identity authentication and additional clearance where needed.
Privacy and Data Protection During Chat Sessions
All personal data you provide is managed as private and handled under GDPR and the Lithuanian Law on Legal Protection of Personal Data. Agents complete annual data-protection education covering minimisation and purpose limitation. You are not allowed to share third-party personal data unless you have their express approval and it is required for a authorised joint-account query. Unsolicited third-party data may be redacted and the session might be terminated.
We implement end-to-end protection in transit and AES-256 encoding at rest, paslaugų teikimo sąlygos Slotoro, but we do not guarantee absolute safety against threats on your device. You are accountable for ensuring a safe, private connection and a malware-free device. Refrain from using public Wi-Fi or shared computers when discussing sensitive data. Any infrastructure compromise that affects chat data triggers our notification procedure. We will notify affected customers and the State Data Protection Inspectorate within statutory deadlines.
Agent Role & Limitations, & Escalation Procedures
Support Agents can check account status, clarify bonus terms, guide deposits and withdrawals, initiate password resets, change non-critical preferences, and log complaints for formal review. They are unable to override risk management decisions, manually credit funds, modify wagering requirements, reverse completed withdrawals, modify terms retroactively, or make binding dispute determinations. Any issue that is beyond their authority is escalated 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 inquiries. You are welcome to request escalation if you consider the initial response inadequate, and the agent will oblige. We strive to acknowledge escalated issues within 24 hours and offer a substantive reply within five business days, with prior notice if more time is necessary.
Qualification and Account verification Before Chat Initiation
Live chat is available only to active account holders who are aged 21+, residing in Lithuania, and not opted out or blocked under any regulatory register. Our system verifies your account status instantly. If a account suspension, cooling-off period, or required exclusion is identified, the chat will fail to load and you will encounter an informational page describing the limitation. Agents cannot override these automated blocks.
For monetary adjustments, withdrawal processing, or password changes, we mandate a secondary verification step: a one-time passcode delivered to your linked mobile number or email, personal security questions, or a official ID uploaded through our protected portal. You accept to these procedures. Refusal ends the process without the action requested. Each verification event, including authentication method, time of event, and result, is registered in our secure CRM for compliance audit and regulatory reporting.
Surveillance, Capturing, and Data Retention Policies
We capture every chat in full: the message transcript, timestamps, agent ID, session length, and account reference. This facilitates quality assurance, training, dispute resolution, compliance, and fraud prevention. By using the service, you approve to recording and relinquish objections to transcript use in investigations, audits, or legal proceedings. Recordings sit on encrypted servers within the EEA, accessible only to authorised compliance, legal, and customer-experience staff.
We keep transcripts for five years from the interaction date, or longer if an ongoing investigation or legal hold requires it. This complies with Lithuanian anti-money laundering record-keeping obligations. You can ask for 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.
Warranty Disclaimer and Exclusion of Liability for Chat Service
We deliver the service “as available” with zero assurance of uninterrupted or bug-free performance. We are not liable for interruptions from internet failures, force majeure, third-party vendor issues, or urgent repairs. Real-time chat is a handy tool. Our email support system stays an alternative. You take on full responsibility for choices and measures you undertake based on data obtained through the chat.
To the maximum extent allowed by the laws of Lithuania, we waive incidental, resulting, particular, or exemplary damages, including lost profits, data loss, operational disruption, or emotional distress, even if advised of the likelihood. Our combined liability for direct losses caused by gross negligence or deliberate misconduct is capped off at the sum of deposits you placed in the month prior to the incident. This does not affect liability for death, physical injury, scams, or any obligation that cannot by law be waived.
Intellectual Property and Application of Chat Transcripts
All employee-created content, encompassing templates, scripts, explanations, and written guidance, is our exclusive intellectual property. You are granted a limited, non-transferable authorization to keep transcripts for personal records and in any dispute closely involving your account. You must not publish, distribute, or publicly display any part of a transcript without our prior written consent, which we may refuse arbitrarily. Partial editing or out-of-context quotation that distorts the exchange is a breach and we will seek available remedies.
If we permit sharing, you must comply with any conditions we set. For example, publishing the complete unedited exchange, including a disclaimer that it is not advice, or removing employee identities. We may cancel permission retroactively if conditions are breached or publication creates unforeseen risks. Nothing limits your statutory right to furnish transcripts to the Gaming Control Authority, consumer protection bodies, or a court for a lawful investigation or proceeding.
Modifications to Live Chat Terms of Service
We may modify these terms to reflect 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 notified 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.
Forbidden Uses and Material Restrictions in Live Chat
Chat cannot be used to send profanity, hate speech, threats of violence, sexually explicit content, or any message promoting illegal activity, including unauthorised gambling, drug use, or financial crimes. Do not recruit agents for unrelated products or investment opportunities. Links, file attachments, and executable code are banned because our system is not intended 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 subject 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.
Affiliate Program Integration and Live Chat Help for Affiliates
Approved affiliates with an current agreement may access live chat for limited queries about payouts, payout timelines, marketing materials, tracking links, and dashboard access. Affiliate chats are bound by the same confidentiality and recording rules, and business-critical data, such as custom pricing or multi-tier arrangements, is routed through limited chat segments unavailable to standard player-support agents.
Affiliates must adhere to all restrictions on offensive speech, sharing with outsiders, and URL or file sending. A stricter standard of conduct applies. Any breach may lead to immediate partnership termination, loss of outstanding earnings, and public reporting if mandated by compliance or ethical commitments. Chats concerning contract negotiations, rebranding, or partnership disputes are escalated directly to the affiliate management team with improved metadata tagging for senior management oversight.
Dispute Resolution and Legal Framework for Live Chat Matters
These terms are subject to the laws of the Republic of Lithuania, and you consent 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 commit to attempt good-faith resolution through our internal complaints procedure, commenced by submitting a written complaint via the designated platform channel.
We acknowledge a formal complaint within five business days, then carry out a thorough investigation, examining all relevant transcripts, verifying procedures, and consulting operational teams. We aim to deliver a final written response within twenty business days, outlining 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.