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. Review this document before you provide 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 access our licensed services.
Purpose of the Live Chat Service
Our live chat provides text-based assistance in Lithuanian language and English for account handling, payments, bonus claiming, and problem-solving. 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 modify operating hours, availability, and supported areas for staffing or regulatory reasons, without accountability for disruptions beyond our reasonable control.
You must communicate courteously. Hostile, menacing, discriminatory, or deliberately misleading messages give us the power to terminate the chat and report the matter to security and conformity. This can lead to account suspension or termination under our General Terms. We have zero acceptance for harassment of our team and for any attempt to use chat to circumvent anti-fraud, anti-money laundering, or responsible gaming measures. Any account change you request through chat needs identity authentication and additional clearance where required.
Eligibility and Account verification Before Chat Initiation
Live chat is available only to registered account holders who are at least 21, physically present in Lithuania, and not voluntarily excluded or limited under any regulatory register. Our system verifies your account status in real-time. If a temporary block, cooling-off period, or required exclusion is identified, the chat will not start and you will encounter an information page describing the limitation. Support agents cannot override these automatic blocks.
For account financial changes, handling withdrawals, or resetting passwords, we mandate a secondary verification step: a one-time passcode dispatched to your registered mobile or email, verification questions, or a official ID submitted through our secure portal. You accept to these verifications. Declining terminates the interaction without performing the requested action. Every verification occurrence, including verification method, timestamp, and final state, is logged in our secure system for auditing and reporting to regulators.
Affiliate Program Setup and Instant Messaging Support for Members
Approved affiliates with an current agreement may access live chat for limited queries about earnings, payout timelines, promotional tools, monitoring links, and dashboard access. Affiliate chats are governed by the identical confidentiality and recording rules, and proprietary data, such as agreed terms or downline setups, is directed through limited chat segments not accessible to standard player-support agents.
Affiliates must observe all restrictions on abusive language, external data disclosure, and hyperlink or attachment transfer. A higher standard of conduct is enforced. Any violation may lead to immediate partnership termination, forfeiture of unpaid commissions, and public disclosure if mandated by legal or ethical commitments. Chats involving contract negotiations, brand change, or partnership disputes are forwarded directly to the affiliate management team with advanced metadata tagging for executive oversight. nationalpost.com
Changes to Live Chat Terms of Service
We may amend these terms to address 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.
Data protection and Data Protection During Live Chats
All personal details you disclose is handled as private and processed under GDPR and the Lithuanian Law on Legal Protection of Personal Data. Agents complete annual data-protection training covering reduction and usage restrictions. You are not allowed to share third-party personal data except if you have their express approval and it is required for a permitted joint-account query. Unsolicited third-party data shall be redacted and the session could be ended.
We employ end-to-end protection in transit and AES-256 scrambling at rest, but we cannot guarantee absolute safety against dangers on your device. You are accountable for maintaining a safe, private network and a malware-free device. Avoid public Wi-Fi or shared computers when talking about sensitive details. Any infrastructure breach that affects chat data initiates our notification protocol. We will notify affected customers and the State Data Protection Inspectorate within statutory deadlines.
Limitation of Warranties and Liability Limitation for Live Chat
We provide the service “as available” with zero assurance of uninterrupted or error-free performance. We are not responsible for delays from network outages, acts of God, third-party provider failures, or urgent repairs. Real-time chat is a supplementary feature. Our email ticketing system remains an substitute. You assume full responsibility for choices and measures you take based on data obtained through the chat.
To the greatest extent authorized by Lithuanian legislation, we exclude consequential, resulting, particular, or exemplary damages, including foregone earnings, data loss, work stoppage, or psychological harm, even if informed of the likelihood. Our combined liability for direct losses caused by serious negligence or wilful misconduct is capped at the overall deposits you placed in the 30 days preceding the incident. This does not affect liability for fatality, personal injury, deception, or any responsibility that cannot lawfully be excluded.
Agent Role & Limitations, & Escalation Protocols
Support Agents can check account status, clarify bonus terms, facilitate deposits and withdrawals, process password resets, change non-critical preferences, and document complaints for formal review. They are unable to override risk management decisions, add funds, modify wagering requirements, cancel completed withdrawals, alter terms retroactively, or issue binding dispute determinations. Any issue that goes beyond their authority is escalated with a unique reference number and an expected resolution timeline.
The escalation system 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 assistance, formal complaints, and law-enforcement demands. You may request escalation if you find the initial response inadequate, and the agent will follow through. We strive to acknowledge escalated issues within 24 hours and provide a substantive reply within five business days, with prior notice if more time is needed.
Monitoring, Logging, and Data Retention Procedures
We record every chat in full: the message transcript, timestamps, agent ID, session length, and account reference. This facilitates quality assurance, training, dispute resolution, compliance, and fraud prevention. By using the service, you consent 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 keep transcripts for five years from the interaction date, or longer if an ongoing investigation or legal hold demands 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.
Prohibited Uses and Material Restrictions in Online Chat
Chat must 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 seek agents for unrelated products or investment opportunities. Links, file attachments, and executable code are banned because our system is not built to scan external content for threats. Any such action is treated as a security violation and results in 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 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.
Property Rights and Utilization of Chat Transcripts
All customer service content, including templates, scripts, explanations, and written guidance, is our proprietary intellectual property. You obtain a limited, non-transferable licence to keep transcripts for personal records and in any dispute specifically 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. Partial editing or out-of-context quotation that distorts the exchange is a breach and we will seek available remedies.
If we allow sharing, you must adhere to any conditions we impose. For example, releasing the complete unedited exchange, displaying a disclaimer that it is not advice, or deleting employee identities. We may cancel 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.
Disagreement Handling and Applicable Law for Live Chat Matters
These terms are subject to the laws of the Republic of Lithuania, and you consent 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 undertake to attempt good-faith resolution through our internal complaints procedure, commenced by submitting a written complaint via the designated platform channel.
We acknowledge a formal complaint within five business days, then perform a thorough investigation, examining all relevant transcripts, verifying procedures, and consulting operational teams. We endeavor to deliver a final written response within twenty business days, outlining 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 maintain all evidence, including complete transcripts and metadata, throughout any pending complaint, litigation, or regulatory investigation.