When you employ 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 share any personal data. Employing the chat means you accept the monitoring, recording, and data practices described below. These terms apply only to residents of Lithuania who utilize our licensed services.
Monitoring, Logging, and Data Retention Procedures
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 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 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.
Purpose of the Live Chat Service
Our live chat gives you text-based support in Lithuanian and English for account handling, transactions, bonus claiming, and problem-solving. Agents deliver informational and operational direction only. We do not give financial, legal, or psychological counsel, and no binding dispute determinations are made through chat alone. We may change operating hours, presence, and supported topics for staffing or regulatory reasons, without accountability for interruptions beyond our reasonable control.
You must interact politely. Hostile, menacing, prejudiced, or deliberately misleading messages give us the authority to end the chat and escalate the matter to security and compliance. This can contribute to account limitation or closure under our General Terms. We have zero allowance 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 request through chat needs identity authentication and additional authorization where mandatory.
Data protection and Information Security During Conversations
All private information you share is managed as sensitive and handled under GDPR and the Lithuanian Law on Legal Protection of Personal Data. Agents receive annual data-protection instruction covering data minimization and usage restrictions. You should not share third-party personal data unless you have their express approval and it is necessary for a authorised joint-account query. Unsolicited third-party data will be redacted and the session might be ended.
We employ 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 accountable for using a secure, private link and a malware-free device. Avoid public Wi-Fi or shared computers when discussing sensitive information. Any infrastructure compromise that affects chat data triggers our notification procedure. We will inform affected users and the State Data Protection Inspectorate within statutory deadlines.
Property Rights and Utilization of Chat Transcripts
All employee-created content, including templates, scripts, explanations, and written guidance, is our exclusive intellectual property. You are granted a conditional, non-transferable permit 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 withhold arbitrarily. Selective editing or out-of-context quotation that distorts the exchange is a breach and we will enforce available remedies.
If we allow sharing, you must follow 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 curtails your statutory right to provide transcripts to the Gaming Control Authority, consumer protection bodies, or a court for a lawful investigation or proceeding.
Changes to Live Chat Terms of Use
We may amend 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 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.
Banned Uses and Material Restrictions in Online Chat
Chat should not be used to send 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 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 degrade service for others are prohibited. We enforce rate limiting and block 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 determine the source and nature of the violation.
Agent Role & Limitations, & Escalation Procedures
Support Agents can confirm account status, clarify bonus terms, guide deposits and withdrawals, perform password resets, update non-critical preferences, and record complaints for formal review. They cannot override risk management decisions, add funds, modify wagering requirements, undo completed withdrawals, alter terms retroactively, or make binding dispute determinations. Any issue 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 investigations, bonus reviews, and preliminary adjudication; and our compliance, payments, and legal departments for regulatory matters, problem gambling assistance, formal complaints, and law-enforcement inquiries. 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 required.
User eligibility and Account verification Before Chat Initiation
Live chat is available only to verified account users who are 21 or older, located in Lithuania, and not opted out or restricted under any government register. Our system checks your account status automatically. If a suspension, cooling-off period, or required exclusion is found, the chat will not load and you will view an informational page explaining the restriction. Agents cannot change these automated blocks.
For monetary adjustments, withdrawal processing, or resetting passwords, we demand a additional security step: a one-time passcode sent to your registered mobile or email, verification questions, or a government-issued ID uploaded through our safe portal. You consent to these procedures. Refusal terminates the process without the action requested. Every verification instance, covering method, time stamp, and final state, is registered in our secure CRM for auditing and regulatory reporting.
Affiliate Program Integration and Instant Messaging Assistance for Members
Verified affiliates with an valid agreement may use live chat for specific queries about payouts, remittance dates, marketing materials, tracking links, and portal access. Affiliate chats are governed by the identical confidentiality and recording rules, and proprietary data, such as negotiated rates or multi-tier arrangements, is directed through secure chat segments not accessible to standard player-support agents.
Affiliates must follow all restrictions on insults, external data disclosure, and link or file sending. A stricter standard of conduct is required. Any infringement may result in instant partnership termination, cancellation of outstanding earnings, and public reporting if mandated by legal or integrity commitments. Chats concerning contract negotiations, name change, or partnership disputes are forwarded directly to the affiliate management team with improved metadata tagging for executive oversight.
Warranty Disclaimer and Liability Limitation for Chat Service
We deliver the service “as available” with zero assurance of continuous or flawless performance. We are not accountable for delays from connection issues, unforeseeable events, external service outages, or urgent repairs. Chat support is a convenience. Our email support system remains an alternative. You take on complete liability for judgments and actions you take based on advice obtained through chat.
To the maximum extent authorized by Lithuanian law, we disclaim indirect, consequential, specific, or punitive damages, including foregone earnings, lost data, work stoppage, or emotional distress, even if advised of the likelihood. Our total liability for direct damages caused by extreme carelessness or deliberate misconduct is capped off at the sum of deposits you made in the thirty days before the incident. This does not restrict liability for loss of life, personal injury, deception, or any liability that cannot lawfully be disclaimed.
Disagreement Handling 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 avoid imminent harm. Before formal proceedings, both parties commit to attempt good-faith resolution through our internal complaints procedure, initiated by submitting a written complaint via the designated platform channel.
We acknowledge a formal complaint within five business days, then conduct 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, detailing 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.