When you use the live chat on slotoro-kazino.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. 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 offers text-based help in Lithuanian language and English for account administration, deposits, bonus redemption, and issue resolution. Agents provide informational and operational advice only. We do not provide financial, legal, or psychological advice, and no binding dispute determinations are made through chat alone. We may modify operating schedules, accessibility, and supported areas for staffing or regulatory reasons, without accountability for downtime beyond our reasonable management.
You must interact courteously. Aggressive, threatening, prejudiced, or deliberately dishonest messages give us the right to terminate the chat and escalate the matter to security and regulation. This can contribute to account limitation or closure under our General Terms. We have zero acceptance for harassment of our team and for any attempt to use chat to bypass anti-fraud, anti-money laundering, or responsible gaming measures. Any account adjustment you suggest through chat needs identity verification and additional approval where mandatory.
Agent Capabilities & Limitations, and Escalation Process
Support Agents can verify account status, detail bonus terms, facilitate deposits and withdrawals, initiate password resets, update non-critical preferences, and document complaints for formal review. They cannot override risk management decisions, adjust funds, change wagering requirements, reverse completed withdrawals, alter terms retroactively, or make binding dispute determinations. Any issue that is beyond 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 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 requests. You may request escalation if you find the initial response inadequate, and the agent will follow through. 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 needed.
Changes to Live Chat Terms of Use
We may modify 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 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.
User eligibility and Identity verification Before Chat Initiation
Live chat is offered only to verified account users who are at least 21, residing in Lithuania, and not voluntarily excluded or limited under any government register. Our system validates your account status in real-time. If a temporary block, break period, or mandatory exclusion is identified, the chat will fail to load and you will encounter an information page describing the limitation. Support agents cannot change these system blocks.
For monetary adjustments, processing withdrawals, or password changes, we mandate a secondary verification step: a single-use code sent to your linked mobile number or email, security questions, or a government-issued ID uploaded through our safe portal. You consent to these procedures. Declining ends the interaction without performing the action requested. Each verification instance, encompassing verification method, time of event, and outcome, is recorded in our secure CRM for auditing and governmental reporting.
Limitation of Warranties and Exclusion of Liability for Live Chat
We provide the service “as available” with no guarantee of continuous or bug-free operation. We are not responsible for delays from network outages, force majeure, third-party provider failures, or emergency maintenance. Real-time chat is a handy tool. Our ticket-based support stays an substitute. You assume sole responsibility for decisions and measures you make based on advice obtained through chat.
To the fullest extent allowed by Lithuanian legislation, we exclude incidental, secondary, specific, or penalty damages, including foregone earnings, lost data, operational disruption, or psychological harm, even if informed of the possibility. Our combined liability for direct losses caused by serious negligence or deliberate misconduct is capped at the total deposits you made in the 30 days prior to the incident. This does not restrict liability for fatality, bodily harm, deception, or any liability that cannot legally be excluded.
Confidentiality and Data Safeguarding During Live Chats
All personal data you disclose is managed as sensitive and handled under GDPR and the Lithuanian Law on Legal Protection of Personal Data. Agents receive annual data-protection education covering minimisation and usage restrictions. You must not share third-party personal data except if you have their clear permission and it is necessary for a permitted joint-account query. Unsolicited third-party data may be redacted and the session could be terminated.
We implement end-to-end protection in transit and AES-256 encryption at rest, but we cannot assure absolute safety against dangers on your device. You are liable for using a secure, private link and a malware-free device. Refrain from using public Wi-Fi or communal computers when discussing sensitive data. Any infrastructure compromise that affects chat data activates our notification procedure. We will contact affected users and the State Data Protection Inspectorate within statutory deadlines.
Ownership and Use of Chat Transcripts
All customer service content, tyrinėkite svetainę, 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 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 distorts the exchange is a breach and we will seek available remedies.
If we allow sharing, you must follow any conditions we set. For example, releasing the complete unedited exchange, displaying a disclaimer that it is not advice, or deleting employee identities. We may revoke permission retroactively if conditions are breached or publication creates unforeseen risks. Nothing restricts your statutory right to provide transcripts to the Gaming Control Authority, consumer protection bodies, or a court for a lawful investigation or proceeding.
Monitoring, Logging, and Data Preservation Policies
We log 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 agree to recording and waive 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 keep transcripts for five years from the interaction date, or longer if an ongoing investigation or legal hold necessitates it. This matches 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 respond within thirty days in a structured, machine-readable format. After the retention period, records are securely destroyed unless a legal hold exists.
Forbidden Uses and Content Restrictions in Chat Room
Chat cannot be used to send 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 banned because our system is not designed to scan external content for threats. Any such attempt 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 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.
Affiliate Programme Implementation and Real-time Chat Assistance for Members
Approved affiliates with an active agreement may access live chat for limited queries about payouts, payout timelines, marketing materials, referral URLs, and account login. Affiliate chats are governed by the identical confidentiality and recording rules, and business-critical data, such as agreed terms or multi-tier arrangements, is routed through restricted chat segments unavailable to standard player-support agents.
Affiliates must adhere to all bans on insults, external data disclosure, and link or file transmission. A elevated standard of conduct is enforced. Any violation may cause instant partnership termination, loss of outstanding earnings, and public announcement if demanded by compliance or fairness commitments. Chats concerning contract negotiations, name change, or partnership disputes are forwarded directly to the affiliate management team with advanced metadata tagging for executive oversight.
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 seek 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 https://www.reddit.com/r/poker/comments/1khcs5z/full_tilt_poker_players/ designated platform channel.
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 endeavor to deliver a final written response within twenty business days, stating findings, proposed remedies, and further recourse. If you stay dissatisfied, you may refer 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.
