Our support chat may use an AI-powered bot built on OpenAI technology through Helpshift to help process player requests and provide faster support. You will always be clearly informed when you are interacting with the AI bot: its first message will explicitly state that AI is being used, and that message will be shown in the same language as your game client.

The AI support bot is available only for players aged 18 and over. If a player’s age is shown in the account state as under 18, the AI bot will not be used and the conversation will be transferred directly to a human support agent. If age information is not available in the account state, the AI bot may be used by default. If a player tells us in chat that they are under 18, we will stop using the AI bot immediately and route the conversation to human support.

If you do not want your request to be handled by AI, you can write “talk to a human” in the chat. Your conversation will then be routed to the normal human support flow. In some cases, transfer to a human agent may also happen automatically after a certain point in the conversation, depending on the support scenario.

When the AI bot is used, support-related data may be processed in order to handle your request. This may include your chat messages, user or player ID, and relevant technical account or support information. Please do not share unnecessary personal information in chat, and only send information that is relevant to your game issue. The bot is intended for game-related support questions only.

For transparency, AI-generated messages may be marked in our support systems with technical metadata showing that they were generated by AI. You can find more details about how the AI bot works, what data may be processed, and how long data is stored in our Privacy Notice and related support information.