When you use the live chat on slotoro-kazino.lt, you agree to these Terms of Use along with our General Terms, Privacy Policy, and Cookie Policy. We offer real-time support for questions about your account, payments, bonuses, and technical issues. Go through 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 apply only to residents of Lithuania who use our licensed services.
Purpose of the Live Chat Service
Our live chat gives you text-based assistance in Lithuanian and English for account management, payments, bonus claiming, and problem-solving. Agents deliver informational and operational direction only. We do not provide financial, legal, or psychological recommendations, and no binding dispute decisions are made through chat alone. We may change operating hours, availability, and supported topics for staffing or regulatory causes, without accountability for downtime beyond our reasonable control.
You must behave courteously. Aggressive, threatening, prejudiced, or deliberately deceptive messages give us the authority to terminate the chat and escalate the matter to security and regulation. This can result to account restriction or shutdown under our General Terms. We have zero allowance for mistreatment of our team and for any attempt to use chat to avoid anti-fraud, anti-money laundering, or responsible gaming protections. Any account modification you ask for through chat needs identity verification and additional clearance where needed.
Prohibited Uses and Material Restrictions in Online Chat
Chat must not be used to exchange 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 seek agents for unrelated products or investment opportunities. Links, file attachments, and executable code are banned because our system is not designed 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 affect service for others are prohibited. We enforce rate limiting and prevent 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 pinpoint the source and nature of the violation.
Agent Role and Limitations, & Escalation Process
Support Agents can verify account status, explain bonus terms, guide deposits and withdrawals, initiate password resets, update non-critical preferences, and record complaints for formal review. They cannot override risk management decisions, adjust funds, modify wagering requirements, reverse completed withdrawals, change terms retroactively, or provide binding dispute determinations. Any request that exceeds their authority is forwarded with a unique reference number and an expected resolution timeline.
The escalation process has three tiers: front-line agents for standard questions; 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 inquiries. You may request escalation if you consider the initial response inadequate, and the agent will comply. We aim to acknowledge escalated issues within 24 hours and provide a substantive reply within five business days, with prior notice if more time is required.
Privacy and Information Security During Live Chats
All personal data you disclose is managed as private and handled under GDPR and the Lithuanian Law on Legal Protection of Personal Data. Agents receive annual data-protection instruction covering minimisation and purpose limitation. You are not allowed to share third-party personal data without you have their clear permission and it is necessary for a authorised joint-account query. Unsolicited third-party data may be redacted and the session might be ended.
We use end-to-end security in transit and AES-256 encoding at rest, but we cannot guarantee absolute protection against risks on your device. You are accountable for using a safe, private network and a malware-free device. Stay away from public Wi-Fi or shared computers when sharing sensitive information. Any infrastructure violation that affects chat data activates our notification plan. We will inform affected customers and the State Data Protection Inspectorate within statutory deadlines.
User eligibility and User Verification Before Chat Initiation
Live chat is available only to active account holders who are at least 21, residing in Lithuania, and not voluntarily excluded or restricted under any regulatory register. Our system verifies your account status instantly. If a suspension, break period, or required exclusion is found, the chat will not start and you will encounter an informational page explaining the limitation. Support agents cannot bypass these system blocks.
For monetary adjustments, processing withdrawals, or password resets, we demand a second authentication step: a one-time passcode sent to your linked mobile number or email address, security questions, or a state-issued identification submitted through our safe portal. You accept to these checks. Refusal terminates the process without completing the desired action. Every verification occurrence, covering authentication method, time stamp, and outcome, is registered in our secure system for compliance audit and governmental reporting.
Disclaimer of Warranties and Limitation of Liability for Online Chat
We provide the service “as available” with no warranty of uninterrupted or error-free operation. We are not accountable for delays from network outages, unforeseeable events, third-party vendor issues, or urgent repairs. Live chat is a handy tool. Our ticket-based support stays an substitute. You take on complete liability for decisions and measures you make based on data gathered through conversation.
To the maximum extent permitted by the laws of Lithuania, we disclaim consequential, secondary, specific, or exemplary damages, including foregone earnings, information loss, work stoppage, or psychological harm, even if notified of the likelihood. Our total liability for direct damages caused by serious negligence or deliberate misconduct is capped off at the sum of deposits you deposited in the thirty days preceding the event. This does not restrict liability for loss of life, physical injury, deception, or any responsibility that cannot legally be waived.
Ownership and Use of Chat Transcripts
All customer service content, including templates, scripts, explanations, and written guidance, is our sole intellectual property. You obtain a restricted, non-transferable authorization to keep transcripts for personal records and in any dispute closely 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 deny arbitrarily. Selective editing or out-of-context quotation that falsely presents the exchange is a breach and we will seek available remedies.
If we authorize sharing, you must follow any conditions we set. For example, posting the complete unedited exchange, including 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 limits 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 Service
We may update 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 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 signifies 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.
Affiliate Program Implementation and Instant Messaging Support for Affiliates
Verified affiliates with an valid agreement may access live chat for specific queries about commissions, payment schedules, advertising assets, referral URLs, and portal access slotoro-kazino.lt. Affiliate chats are subject to the identical confidentiality and recording rules, and business-critical data, such as custom pricing or downline setups, is channeled through limited chat segments not accessible to standard player-support agents.
Affiliates must follow all bans on abusive language, sharing with outsiders, and link or file transmission. A stricter standard of conduct applies. Any infringement may lead to instant partnership termination, cancellation of outstanding earnings, and public reporting if mandated by compliance or integrity commitments. Chats concerning contract negotiations, brand change, or partnership disputes are forwarded directly to the affiliate management team with enhanced metadata tagging for executive oversight.
Surveillance, Recording, and Data Retention Procedures
We record every chat in full: the message transcript, timestamps, agent ID, session length, and account reference. This enables quality assurance, training, dispute resolution, compliance, and fraud prevention. By using the service, you approve 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 request 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 is in place.
Disagreement Handling and Governing Law for Live Chat Matters
These terms are regulated by the laws of the Republic of Lithuania, and you consent to the exclusive jurisdiction of the courts of Vilnius, though we may obtain injunctive relief elsewhere to avoid 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 conduct a thorough investigation, reviewing all relevant transcripts, verifying procedures, and consulting operational teams. We aim to deliver a final written response within twenty business days, outlining findings, proposed remedies, and further recourse. If you are still dissatisfied, you may refer the matter to the Gaming Control Authority or the civil courts. We retain all evidence, including complete transcripts and metadata, throughout any pending complaint, litigation, or regulatory investigation.
