When you utilize the live chat on slotoro-kazino https://slotoro-kazino.lt/legal-and-affiliates/.lt, you acknowledge these Terms of Use along with our General Terms, Privacy Policy, and Cookie Policy. We deliver real-time support for questions about your account, payments, bonuses, and technical issues. Read this document before you provide any personal data. Employing the chat means you agree to the monitoring, recording, and data practices described below. These terms apply only to residents of Lithuania who utilize our licensed services.
Goals of the Support Service
Our live chat gives you text-based help in Lithuanian and English language for account management, payments, bonus claiming, and issue resolution. Agents offer informational and operational advice only. We do not offer financial, legal, or psychological recommendations, and no binding dispute rulings are made through chat alone. We may adjust operating schedules, accessibility, and supported topics for staffing or regulatory reasons, without accountability for disruptions beyond our reasonable control.
You must behave courteously. Hostile, threatening, prejudiced, or deliberately deceptive messages give us the power to stop the chat and report the matter to security and compliance. This can result to account suspension or termination under our General Terms. We have zero acceptance for mistreatment of our team and for any attempt to use chat to circumvent anti-fraud, anti-money laundering, or responsible gaming protections. Any account modification you ask for through chat needs identity authentication and additional approval where needed.
Eligibility and User Verification Before Chat Initiation
Live chat is offered only to active account holders who are 21 or older, residing in Lithuania, and not opted out or blocked under any government register. Our system verifies your account status instantly. If a account suspension, cooldown period, or compulsory restriction is found, the chat will not start and you will view an informational page explaining the limitation. Agents cannot override these automatic blocks.
For account financial changes, processing withdrawals, or password changes, we require a additional security step: a one-time passcode sent to your registered mobile or registered email, verification questions, or a state-issued identification provided through our secure portal. You consent to these procedures. Failure to comply terminates the process without the desired action. All verification instance, covering method, timestamp, and final state, is registered in our secure CRM for auditing and governmental reporting.
Monitoring, Capturing, and Data Preservation Procedures
We log 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 agree to recording and forgo 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 retain transcripts for five years from the interaction date, or longer if an ongoing investigation or legal hold requires it. This matches Lithuanian anti-money laundering record-keeping obligations. You can submit 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.
Agent Powers & Limitations, & Escalation Procedures
Representatives can confirm account status, clarify bonus terms, assist with deposits and withdrawals, process password resets, change non-critical preferences, and record complaints for formal review. They cannot override risk management decisions, manually credit funds, change wagering requirements, reverse completed withdrawals, alter terms retroactively, or issue binding dispute determinations. Any request that goes beyond their authority is escalated with a unique reference number and an expected resolution timeline.
The escalation process has three tiers: front-line agents for standard requests; 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 support, formal complaints, and law-enforcement requests. You are welcome to request escalation if you feel the initial response inadequate, and the agent will oblige. 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 required.
Limitation of Warranties and Liability Limitation for Chat Service
We provide the service “as available” with no warranty of continuous or flawless performance. We are not responsible for delays from connection issues, force majeure, third-party provider failures, or urgent repairs. Live chat is a convenience. Our ticket-based support remains an option. You bear complete liability for judgments and actions you make based on information gathered through conversation.
To the maximum extent permitted by Lithuanian law, we disclaim consequential, secondary, special, or penalty damages, including lost profits, information loss, operational disruption, or emotional distress, even if informed of the potential. Our aggregate liability for direct damages caused by extreme carelessness or deliberate misconduct is limited at the sum of deposits you placed in the thirty days prior to the incident. This does not limit liability for loss of life, personal injury, deception, or any responsibility that cannot lawfully be waived.
Prohibited Uses and Content Restrictions in Online Chat
Chat cannot be used to send 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 solicit agents for unrelated products or investment opportunities. Links, file attachments, and executable code are forbidden because our system is not designed to scan external content for threats. Any such attempt is treated as a security violation and causes immediate termination.
Automated scripts, bots, or excessive connection requests that affect service for others are prohibited. We enforce rate limiting and halt anomalous IP volumes. Such activity may lead to civil liability and will be reported to relevant authorities in Lithuania with full supporting data, including transcripts and connection logs, to determine the source and nature of the violation.
Modifications to Live Chat Terms of Service
We may update 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 represents 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.
Data protection and Information Security During Live Chats
All personal details you share is handled as sensitive and handled under GDPR and the Lithuanian Law on Legal Protection of Personal Data. Agents complete annual data-protection instruction covering minimisation and usage restrictions. You should not share third-party personal data unless you have their clear permission and it is needed for a permitted joint-account query. Unsolicited third-party data shall be redacted and the session could be terminated.
We use end-to-end protection in transit and AES-256 encoding at rest, but we do not guarantee absolute security against dangers on your device. You are responsible for using a safe, private link and a malware-free device. Avoid public Wi-Fi or public computers when sharing sensitive information. Any infrastructure violation that affects chat data activates our notification procedure. We will contact affected users and the State Data Protection Inspectorate within statutory deadlines.
Ownership and Use of Chat Transcripts
All agent-generated content, encompassing templates, scripts, explanations, and written guidance, is our sole 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 publish, distribute, or publicly display any part of a transcript without our prior written consent, which we may deny arbitrarily. Partial editing or out-of-context quotation that misrepresents the exchange is a breach and we will pursue available remedies.
If we authorize sharing, you must adhere to any conditions we impose. For example, posting the complete unedited exchange, displaying a disclaimer that it is not advice, or deleting employee identities. We may revoke 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.
Affiliate Program Integration and Real-time Chat Support for Members
Approved affiliates with an current agreement may utilize live chat for limited queries about earnings, remittance dates, advertising assets, tracking links, and dashboard access. Affiliate chats are governed by the identical confidentiality and recording rules, and business-critical data, such as agreed terms or downline setups, is directed through limited chat segments inaccessible to standard player-support agents.
Affiliates must adhere to all prohibitions on abusive language, external data disclosure, and link or file transfer. A higher standard of conduct is enforced. Any infringement may result in prompt partnership termination, loss of outstanding earnings, and public reporting if mandated by compliance or integrity commitments. Chats regarding contract negotiations, name change, or partnership disputes are forwarded directly to the affiliate management team with advanced metadata tagging for executive oversight.
Conflict Settlement 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 obtain 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 confirm a formal complaint within five business days, then conduct a thorough investigation, examining all relevant transcripts, verifying procedures, and consulting operational teams. We strive to deliver a final written response within twenty business days, stating findings, proposed remedies, and further recourse. If you remain dissatisfied, you may submit 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.
