When you employ the live chat on slotoro-kazino.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. Read this document before you disclose any personal data. Employing the chat means you agree to 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 offers text-based assistance in Lithuanian and English for account management, payments, bonus claiming, and troubleshooting. Agents provide informational and operational guidance only. We do not give financial, legal, or psychological recommendations, and no binding dispute rulings are made through chat alone. We may change operating schedules, presence, and supported subjects for staffing or regulatory causes, without accountability for downtime beyond our reasonable management.
You must behave courteously. Abusive, menacing, prejudiced, or deliberately dishonest messages give us the right to terminate the chat and report the matter to security and regulation. This can result to account restriction or shutdown under our General Terms. We have zero tolerance for mistreatment of our team and for any attempt to use chat to bypass anti-fraud, anti-money laundering, or responsible gaming protections. Any account modification you ask for through chat needs identity confirmation and additional clearance where required.
Agent Capabilities and Limitations, & Escalation Procedures
Representatives can check account status, detail bonus terms, assist with deposits and withdrawals, process password resets, change non-critical preferences, and document complaints for formal review. They cannot override risk management decisions, add funds, modify wagering requirements, reverse completed withdrawals, modify terms retroactively, or provide binding dispute determinations. Any issue that exceeds 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 reviews, bonus reviews, and preliminary adjudication; and our compliance, payments, and legal departments for regulatory matters, problem gambling interventions, formal complaints, and law-enforcement demands. You are welcome to request escalation if you consider the initial response inadequate, and the agent will follow through. 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.
Qualification and Account verification Before Chat Initiation
Live chat is accessible only to registered account holders who are 21 or older, located in Lithuania, and not voluntarily excluded or limited under any regulatory register. Our system validates your account status instantly. If a account suspension, cooling-off period, or compulsory restriction is identified, the chat will fail to load and you will view an informational page detailing the block. Support agents cannot change these system blocks.
For monetary adjustments, handling withdrawals, or resetting passwords, we demand a second authentication step: a one-time passcode sent to your registered mobile or registered email, security questions, or a state-issued identification provided through our protected portal. You accept to these verifications. Failure to comply stops the session without completing the requested action. All verification instance, including method, time of event, and result, is registered in our protected customer relationship management system for auditing and reporting to regulators.
Amendments 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 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.
Forbidden Uses and Content Restrictions in Chat Room
Chat must not be used to transmit 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 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 prevent 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 identify the source and nature of the violation.
Disclaimer of Warranties and Limitation of Liability for Chat Service
We deliver the service “as available” with no guarantee of uninterrupted or error-free operation. We are not responsible for delays from connection issues, force majeure, third-party provider failures, or unscheduled upkeep. Live chat is a supplementary feature. Our ticket-based support remains an option. You bear sole responsibility for decisions and actions you take based on advice obtained through the chat.
To the fullest extent permitted by the laws of Lithuania, we disclaim indirect, secondary, special, or punitive damages, including foregone earnings, information loss, operational disruption, or psychological harm, even if informed of the likelihood. Our combined liability for immediate damages caused by serious negligence or intentional wrongdoing is capped at the sum of deposits you deposited in the thirty days prior to the incident. This does not affect liability for fatality, bodily harm, fraud, or any obligation that cannot lawfully be excluded.
Oversight, Recording, and Data Storage Procedures
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 forgo objections to transcript use in investigations, audits, or legal proceedings. Recordings are stored 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 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 is in place.
Privacy and Data Safeguarding During Live Chats
All private information you provide is managed as confidential and managed under GDPR and the Lithuanian Law on Legal Protection of Personal Data https://slotoro-kazino.lt/legal-and-affiliates/. Agents undergo annual data-protection training covering data minimization and usage restrictions. You are not allowed to share third-party personal data except if you have their express approval and it is necessary for a allowed joint-account query. Unsolicited third-party data may be redacted and the session may be ended.
We employ end-to-end protection in transit and AES-256 encoding at rest, but we cannot guarantee absolute protection against dangers on your device. You are liable for maintaining a secure, private link and a malware-free device. Refrain from using public Wi-Fi or public computers when talking about sensitive information. Any infrastructure violation that affects chat data triggers our notification protocol. We will inform affected users and the State Data Protection Inspectorate within statutory deadlines.
Property Rights and Use of Chat Transcripts
All employee-created content, including templates, scripts, explanations, and written guidance, is our proprietary intellectual property. You are granted a restricted, 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 withhold arbitrarily. Selective editing or out-of-context quotation that falsely presents 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, publishing the complete unedited exchange, showing 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 restricts your statutory right to submit transcripts to the Gaming Control Authority, consumer protection bodies, or a court for a lawful investigation or proceeding.
Affiliate Programme Setup and Live Chat Help for Partners
Registered affiliates with an current agreement may use live chat for specific queries about earnings, payout timelines, marketing materials, tracking links, and portal access. Affiliate chats are subject to the same confidentiality and recording rules, and proprietary data, such as negotiated rates or downline setups, is routed through restricted chat segments not accessible to standard player-support agents.
Affiliates must adhere to all prohibitions on abusive language, sharing with outsiders, and link or file transmission. A higher standard of conduct is required. Any infringement may cause prompt partnership termination, loss of unpaid commissions, and public announcement if demanded by regulatory or fairness commitments. Chats concerning contract negotiations, rebranding, or partnership disputes are escalated directly to the affiliate management team with advanced metadata tagging for director-level oversight.
Conflict Settlement and Applicable Law for Live Chat Matters
These terms are governed by 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 prevent 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 carry out 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 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.