When you use the live chat on slotoro-kazino slotoro-kazino.lt.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. Read 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.
Agent Authority and Limitations, and Escalation Process
Support Agents can check account status, clarify bonus terms, guide deposits and withdrawals, process password resets, modify non-critical preferences, and record complaints for formal review. They cannot override risk management decisions, add funds, change wagering requirements, cancel completed withdrawals, change terms retroactively, or provide binding dispute determinations. Any issue that exceeds 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 queries; senior specialists and team leaders for complex payment reviews, bonus reviews, and preliminary adjudication; and our compliance, payments, and legal departments for regulatory matters, problem gambling support, formal complaints, and law-enforcement inquiries. You can request escalation if you feel the initial response inadequate, and the agent will comply. We strive to acknowledge escalated issues within 24 hours and deliver a substantive reply within five business days, with prior notice if more time is needed.
Goals of the Chat Service
Our live chat provides text-based assistance in Lithuanian language and English language for account management, transactions, bonus claiming, and troubleshooting. Agents provide informational and operational advice only. We do not provide financial, legal, or psychological advice, and no binding dispute rulings are made through chat alone. We may modify operating times, accessibility, and supported topics for staffing or regulatory purposes, without responsibility for downtime beyond our reasonable control.
You must behave courteously. Abusive, menacing, biased, or deliberately misleading messages give us the authority to terminate the chat and report the matter to security and compliance. This can result to account limitation or shutdown under our General Terms. We have zero acceptance for abuse of our team and for any attempt to use chat to circumvent anti-fraud, anti-money laundering, or responsible gaming safeguards. Any account modification you ask for through chat needs identity confirmation and additional approval where required.
Modifications to Live Chat Terms of Use
We may modify these terms to accommodate 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.
Ownership and Utilization of Chat Transcripts
All customer service content, encompassing templates, scripts, explanations, and written guidance, is our exclusive intellectual property. You obtain a conditional, non-transferable licence 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 deny arbitrarily. Selective editing or out-of-context quotation that distorts the exchange is a breach and we will pursue available remedies.
If we allow sharing, you must comply with any conditions we establish. For example, posting the complete unedited exchange, showing a disclaimer that it is not advice, or deleting employee identities. We may withdraw permission retroactively if conditions are breached or publication creates unforeseen risks. Nothing restricts 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 Account verification Before Chat Initiation
Live chat is available only to active account holders who are aged 21+, residing in Lithuania, and not voluntarily excluded or restricted under any government register. Our system validates your account status instantly. If a temporary block, cooling-off period, or compulsory restriction is found, the chat will not start and you will view an informational page detailing the block. Support agents cannot bypass these automated blocks.
For account financial changes, processing withdrawals, or password changes, we mandate a additional security step: a single-use code dispatched to your registered phone or email address, verification questions, or a government-issued ID submitted through our safe portal. You accept to these checks. Refusal ends the process without completing the action requested. Every verification event, encompassing method, time of event, and outcome, is registered in our secure system for audit and regulatory reporting.
Affiliate Program Integration and Real-time Chat Help for Members
Verified affiliates with an valid agreement may utilize live chat for restricted queries about payouts, payout timelines, marketing materials, referral URLs, and portal access. Affiliate chats are bound by the equivalent confidentiality and recording rules, and proprietary data, such as negotiated rates or multi-tier arrangements, is directed through limited chat segments inaccessible to standard player-support agents.
Affiliates must observe all restrictions on offensive speech, sharing with outsiders, and link or file sending. A elevated standard of conduct applies. Any breach may lead to immediate partnership termination, loss of unpaid commissions, and public announcement if mandated by compliance or ethical commitments. Chats involving contract negotiations, name change, or partnership disputes are raised directly to the affiliate management team with improved metadata tagging for executive oversight.
Warranty Disclaimer and Liability Limitation for Chat Service
We offer the service “as available” with no guarantee of uninterrupted or error-free performance. We are not accountable for interruptions from network outages, acts of God, external service outages, or emergency maintenance. Chat support is a convenience. Our ticket-based support continues as an option. You bear full responsibility for decisions and steps you take based on data received through the chat.
To the fullest extent allowed by the laws of Lithuania, we exclude incidental, secondary, special, or penalty damages, including foregone earnings, data loss, work stoppage, or psychological harm, even if informed of the potential. Our total liability for direct losses caused by serious negligence or deliberate misconduct is capped off at the overall deposits you made in the 30 days before the incident. This does not limit liability for loss of life, bodily harm, fraud, or any liability that cannot lawfully be disclaimed.
Banned Uses and Material Restrictions in Chat Room
Chat cannot 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 recruit agents for unrelated products or investment opportunities. Links, file attachments, and executable code are prohibited 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 affect service for others are prohibited. We enforce rate limiting and halt 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 identify the source and nature of the violation.
Data protection and Data Protection During Live Chats
All personal data you share is treated as confidential and managed under GDPR and the Lithuanian Law on Legal Protection of Personal Data. Agents complete annual data-protection training covering reduction and purpose limitation. You should not share third-party personal data unless you have their explicit consent and it is required for a permitted joint-account query. Unsolicited third-party data will be redacted and the session may be stopped.
We use end-to-end protection in transit and AES-256 encoding at rest, but we do not guarantee absolute safety against threats on your device. You are accountable for using a protected, private connection and a malware-free device. Refrain from using public Wi-Fi or shared computers when talking about sensitive details. Any infrastructure violation that affects chat data activates our notification procedure. We will inform affected customers and the State Data Protection Inspectorate within statutory deadlines.
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 pursue injunctive relief elsewhere to avert imminent harm. Before formal proceedings, both parties undertake to attempt good-faith resolution through our internal complaints procedure, initiated by submitting a written complaint via the designated platform channel. tavo vadovas
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 strive to deliver a final written response within twenty business days, outlining findings, proposed remedies, and further recourse. If you are still dissatisfied, you may submit the matter to the Gaming Control Authority or the civil courts. We maintain all evidence, including complete transcripts and metadata, throughout any pending complaint, litigation, or regulatory investigation.
Oversight, Recording, and Data Storage Policies
We record 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 agree to recording and waive 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 requires 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 answer within thirty days in a structured, machine-readable format. After the retention period, records are securely destroyed unless a legal hold applies.
