When you use 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 provide real-time support for questions about your account, payments, bonuses, and technical issues. Go through this document before you share 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 access our licensed services.
Goals of the Live Chat Service
Our live chat gives you text-based help in Lithuanian language and English language for account administration, transactions, bonus activation, and problem-solving. Agents deliver informational and operational advice only. We do not give financial, legal, or psychological recommendations, and no binding dispute rulings are made through chat alone. We may modify operating times, availability, and supported areas for staffing or regulatory reasons, without responsibility for interruptions beyond our reasonable influence.
You must communicate politely. Hostile, threatening, discriminatory, or deliberately dishonest messages give us the power to terminate the chat and report the matter to security and conformity. This can contribute to account limitation or shutdown under our General Terms. We have zero acceptance for mistreatment of our team and for any attempt to use chat to avoid anti-fraud, anti-money laundering, or responsible gaming safeguards. Any account change you ask for through chat needs identity verification and additional approval where required.
Eligibility and Identity verification Before Chat Initiation
Live chat is accessible only to verified account users who are 21 or older, located in Lithuania, and not voluntarily excluded or restricted under any government register. Our system verifies your account status in real-time. If a suspension, cooling-off period, or mandatory exclusion is detected, the chat will not start and you will view an explanation page explaining the limitation. Agents cannot bypass these automatic blocks.
For account financial changes, processing withdrawals, or password changes, we mandate a secondary verification step: a temporary code sent to your linked mobile number or registered email, verification questions, or a official ID submitted through our secure portal. You accept to these checks. Declining terminates the session without the desired action. Each verification occurrence, covering verification method, timestamp, and result, is logged in our secure system for compliance audit and governmental reporting.
Confidentiality and Information Security During Live Chats
All personal data you provide is treated as private and processed under GDPR and the Lithuanian Law on Legal Protection of Personal Data. Agents receive annual data-protection training covering reduction and purpose limitation. You should not share third-party personal data without you have their express approval and it is needed for a allowed joint-account query. Unsolicited third-party data will be redacted and the session could be ended.
We use end-to-end protection in transit and AES-256 scrambling at rest, but we do not guarantee absolute protection against dangers on your device. peržiūrėkite išsamią informaciją čia You are responsible for using 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 triggers our notification procedure. We will contact affected users and the State Data Protection Inspectorate within statutory deadlines.
Agent Powers and Limitations, & Escalation Process
Support Agents can confirm account status, explain bonus terms, guide deposits and withdrawals, perform password resets, update non-critical preferences, and record complaints for formal review. They are unable to override risk management decisions, add funds, alter wagering requirements, undo completed withdrawals, change terms retroactively, or provide binding dispute determinations. Any inquiry that is beyond their authority is raised with a unique reference number and an estimated resolution timeline.
The escalation process has three tiers: front-line agents for standard requests; senior specialists and team leaders for complex payment investigations, 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 consider the initial response inadequate, and the agent will follow through. We aim to acknowledge escalated issues within 24 hours and deliver a substantive reply within five business days, with prior notice if more time is needed.
Disclaimer of Warranties and Exclusion of Liability for Live Chat
We provide the service “as available” with no guarantee of uninterrupted or bug-free operation. We are not accountable for disruptions from connection issues, acts of God, third-party provider failures, or unscheduled upkeep. Real-time chat is a supplementary feature. Our email support system stays an substitute. You assume complete liability for choices and measures you make based on advice received through chat.
To the fullest extent allowed by the laws of Lithuania, we waive incidental, resulting, particular, or bbc.co.uk punitive damages, including foregone earnings, data loss, operational disruption, or psychological harm, even if advised of the possibility. Our aggregate liability for direct losses caused by gross negligence or wilful misconduct is capped off at the total deposits you placed in the month before the occurrence. This does not restrict liability for loss of life, bodily harm, scams, or any obligation that cannot legally be disclaimed.
Intellectual Property and Utilization of Chat Transcripts
All agent-generated content, comprising templates, scripts, explanations, and written guidance, is our proprietary intellectual property. You receive a conditional, non-transferable permit to keep transcripts for personal records and in any dispute specifically involving your account. You must not make public, 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 permit sharing, you must follow any conditions we establish. For example, releasing the complete unedited exchange, including 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.
Monitoring, Logging, 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 approve to recording and waive 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 hold transcripts for five years from the interaction date, or longer if an ongoing investigation or legal hold necessitates 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 respond within thirty days in a structured, machine-readable format. After the retention period, records are securely destroyed unless a legal hold applies.
Prohibited Uses and Material Restrictions in Chat Room
Chat must not be used to exchange 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 seek agents for unrelated products or investment opportunities. Links, file attachments, and executable code are forbidden because our system is not intended 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 impair service for others are prohibited. We enforce rate limiting and block 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 Usage Terms
We may amend 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 announced 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.
Affiliate Program Setup and Real-time Chat Help for Partners
Approved affiliates with an valid agreement may utilize live chat for limited queries about payouts, remittance dates, marketing materials, referral URLs, and portal access. Affiliate chats are bound by the same confidentiality and recording rules, and proprietary data, such as custom pricing or sub-affiliate structures, is routed through restricted chat segments unavailable to standard player-support agents.
Affiliates must observe all bans on abusive language, external data disclosure, and hyperlink or attachment transfer. A stricter standard of conduct is required. Any violation may cause immediate partnership termination, forfeiture of outstanding earnings, and public disclosure if mandated by legal or ethical commitments. Chats involving contract negotiations, rebranding, or partnership disputes are forwarded directly to the affiliate management team with improved metadata tagging for executive oversight.
Conflict Settlement and Applicable Law 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 seek injunctive relief elsewhere to avert imminent harm. Before formal proceedings, both parties agree to attempt good-faith resolution through our internal complaints procedure, initiated by submitting a written complaint via the designated platform channel.
We recognize a formal complaint within five business days, then carry out a thorough investigation, analyzing all relevant transcripts, verifying procedures, and consulting operational teams. We strive to deliver a final written response within twenty business days, detailing findings, proposed remedies, and further recourse. If you stay dissatisfied, you may refer the matter to the Gaming Control Authority or the civil courts. We retain all evidence, including complete transcripts and metadata, throughout any pending complaint, litigation, or regulatory investigation.
