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 deliver real-time support for questions about your account, payments, bonuses, and technical issues. Go through this document before you disclose any personal data. Utilizing the chat means you consent to the monitoring, recording, and data practices described below. These terms pertain only to residents of Lithuania who use our licensed services.
Scope of the Support Service
Our live chat gives you text-based help in Lithuanian and English language for account handling, deposits, bonus claiming, and issue resolution. 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 adjust operating times, availability, and supported areas for staffing or regulatory purposes, without liability for downtime beyond our reasonable control.
You must communicate courteously. Hostile, intimidating, prejudiced, or deliberately deceptive messages give us the power to terminate the chat and report the matter to security and conformity. This can contribute to account suspension or closure under our General Terms. We have zero allowance for abuse of our team and for any attempt to use chat to bypass anti-fraud, anti-money laundering, or responsible gaming measures. Any account adjustment you request through chat needs identity confirmation and additional authorization where mandatory.
Agent Authority & Limitations, and Escalation Procedures
Representatives can verify account status, detail bonus terms, assist with deposits and withdrawals, perform password resets, modify non-critical preferences, and log complaints for formal review. They cannot override risk management decisions, adjust funds, alter wagering requirements, reverse completed withdrawals, alter terms retroactively, or make binding dispute determinations. Any inquiry that goes beyond their authority is forwarded with a unique reference number and an projected resolution timeline.
The escalation process has three tiers: front-line agents for standard queries; 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 assistance, formal complaints, and law-enforcement requests. You can request escalation if you feel the initial response inadequate, and the agent will oblige. 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 necessary.
Disclaimer of Warranties and Exclusion of Liability for Chat Service
We offer the service “as available” with zero assurance of continuous or error-free operation. We are not liable for interruptions from connection issues, unforeseeable events, external service outages, or emergency maintenance. Real-time chat is a supplementary feature. Our email support system continues as an alternative. You take on full responsibility for decisions and actions you take based on advice obtained through the chat.
To the greatest extent allowed by Lithuanian law, we disclaim indirect, resulting, specific, or punitive damages, including loss of profits, data loss, work stoppage, or emotional distress, even if informed of the possibility. Our aggregate liability for immediate damages caused by serious negligence or deliberate misconduct is limited at the total deposits you deposited in the 30 days prior to the occurrence. This does not affect liability for loss of life, bodily harm, deception, or any liability that cannot by law be excluded.
Banned Uses and Material Restrictions in Live Chat
Chat cannot be used to exchange profanity, hate speech, threats of violence, sexually https://www.dlsph.utoronto.ca/event/the-gambling-industry-the-production-of-ignorance-and-resistance-to-policy/ explicit content, or any message 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 built to scan external content for threats. Any such attempt is treated as a security violation and leads to immediate termination.
Automated scripts, bots, or excessive connection requests that impair service for others are prohibited. We enforce rate limiting and halt 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.
Affiliate Program Integration and Instant Messaging Support for Affiliates
Registered affiliates with an current agreement may utilize live chat for restricted queries about payouts, payment schedules, promotional tools, monitoring links, and dashboard access. Affiliate chats are bound by the equivalent confidentiality and recording rules, and business-critical data, such as agreed terms or sub-affiliate structures, is routed through secure chat segments unavailable to standard player-support agents.
Affiliates must follow all bans on abusive language, sharing with outsiders, and hyperlink or attachment transmission. A stricter standard of conduct applies. Any infringement may cause prompt partnership termination, loss of outstanding earnings, and public reporting if demanded by legal or ethical commitments. Chats regarding contract negotiations, rebranding, or partnership disputes are raised directly to the affiliate management team with advanced metadata tagging for senior management oversight.
Modifications to Live Chat Terms of Use
We may update 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 constitutes 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.
Property Rights and Utilization of Chat Transcripts
All customer service content, comprising templates, scripts, explanations, and written guidance, is our sole intellectual property. You receive a conditional, non-transferable permit to keep transcripts for personal records and in any dispute directly 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 refuse arbitrarily. Piecemeal editing or out-of-context quotation that misrepresents the exchange is a breach and we will pursue available remedies.
If we allow sharing, you must adhere to any conditions we impose. For example, publishing 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 restricts your statutory right to provide transcripts to the Gaming Control Authority, consumer protection bodies, or a court for a lawful investigation or proceeding.
Eligibility and Account verification Before Chat Initiation
Live chat is accessible only to verified account users who are aged 21+, located in Lithuania, and not voluntarily excluded or limited under any official register. Our system verifies your account status instantly. If a suspension, cooldown period, or mandatory exclusion is identified, the chat will not load and you will see an information page explaining the restriction. Customer service agents cannot override these automated blocks.
For monetary adjustments, processing withdrawals, or resetting passwords, we require a secondary verification step: a single-use code dispatched to your registered phone or email address, security questions, or a official ID submitted through our protected portal. You accept to these procedures. Declining ends the interaction without performing the action requested. All verification occurrence, including verification method, time of event, and outcome, is registered in our protected customer relationship management system for compliance audit and regulatory reporting.
Privacy and Data Safeguarding During Live Chats
All personal details you provide is handled as confidential and managed under GDPR and the Lithuanian Law on Legal Protection of Personal Data. Agents complete annual data-protection education covering minimisation and purpose limitation. You should not share third-party personal data unless you have their explicit consent and it is necessary for a allowed joint-account query. Unsolicited third-party data may be redacted and the session could be terminated.
We implement end-to-end protection in transit and AES-256 scrambling at rest, but we cannot guarantee absolute protection against risks on your device. You are liable for maintaining a secure, private network and a malware-free device. Avoid public Wi-Fi or communal computers when sharing sensitive details. Any infrastructure compromise that affects chat data initiates our notification procedure. We will inform affected individuals and the State Data Protection Inspectorate within statutory deadlines.
Monitoring, Logging, and Data Storage Policies
We log every chat in full: the message transcript, timestamps, agent ID, session length, and account reference. This supports quality assurance, training, dispute resolution, compliance, and fraud prevention. By using the service, you consent to recording and forgo objections to transcript use in investigations, audits, or legal proceedings. Recordings reside 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 demands it. This complies with 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 reply 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 Applicable Law for Live Chat Matters
These terms are subject to the laws of the Republic of Lithuania, and you accept 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, 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, reviewing all relevant transcripts, verifying procedures, and consulting operational teams. We endeavor to deliver a final written response within twenty business days, stating findings, proposed remedies, and further recourse. If you stay 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.