DSA Article 11 Point of Contact for European Commission and Member State Authorities
In accordance with Article 11 of the Digital Services Act (Regulation (EU) 2022/2065), Eldorado designates its entity established in the Republic of Lithuania as the point of contact for direct communications with the European Commission, Member States’ authorities, and the European Board for Digital Services for the purposes of the application of the Digital Services Act:
Title: Eldorado Market, UAB;
Post address: Juozo Balčikonio St. 9, LT-08247 Vilnius, the Republic of Lithuania;
Email: [email protected];
Communication languages accepted: English, Lithuanian.
When sending messages to [email protected], please be sure to include:
Your full name;
The name of the EU-based authority on whose behalf you are contacting us;
An email address to contact you, which should be associated with the relevant EU-based authority.
The Article 11 point-of-contact function is intended for communications with the authorities listed above. The same email address may also be used to submit notices under Article 16 of the Digital Services Act as described below. For other inquiries, please use the mechanisms described below.
DSA Article 12 Point of Contact for Users
In accordance with Article 12 of the Digital Services Act (Regulation (EU) 2022/2065), Eldorado has designated a single point of contact through which recipients of the service may communicate directly and rapidly with Eldorado by electronic means.
Users may choose between the following means of communication:
Email: [email protected]
Communications submitted by email are reviewed by Eldorado's Customer Support personnel and do not rely on automated tools.
Live chat: https://www.eldorado.gg/contact-us
Communications submitted through the live chat may be processed using automated tools, including automated support and artificial intelligence tools. Where human review is required, the communication may be escalated to Eldorado’s Customer Support personnel.
Users may use these contact points for, including, but not limited to:
Reporting policy violations;
Submitting general complaints or support requests;
Requesting information related to platform services;
Submitting any other Digital Services Act related inquiries.
Complaints against specific decisions falling within Article 20 of the Digital Services Act should be submitted through the electronic communication channel through which the relevant decision was communicated.
Notices concerning allegedly illegal content under Article 16 of the Digital Services Act should be submitted through the dedicated Article 16 notice-and-action mechanism described below.
DSA Article 13 Legal Representation of the Company
In accordance with Article 13 of the Digital Services Act, Eldorado designates its entity established in the Republic of Lithuania as its legal representative in the European Union for the purposes of the application of the Digital Services Act. Contact details of the designated company are below:
Title: Eldorado Market, UAB;
Post address: Juozo Balčikonio St. 9, LT-08247 Vilnius, the Republic of Lithuania;
Email: [email protected];
Phone number: +370 633 10341.
Eldorado Market, UAB is authorised to be addressed, in addition to or instead of GWD Processing FZCO, who is an operator of Eldorado.gg, by the competent authorities of the Member States, the European Commission, and the European Board for Digital Services on all matters necessary for the receipt, compliance with, and enforcement of decisions issued in relation to the Digital Services Act.
When sending messages to [email protected], please be sure to include:
Your full name;
The name of the EU-based authority on whose behalf you are contacting us;
An email address to contact you, which should be associated with the relevant EU-based authority.
Communications addressed to Eldorado Market, UAB in its capacity as legal representative under Article 13 may be submitted using the contact details above. The same email address may also be used for the Article 11 and Article 16 purposes described on this page.
DSA Article 16 Notice and Action Mechanism for Illegal Content
In accordance with Article 16 of the Digital Services Act (Regulation (EU) 2022/2065), any individual or entity may notify Eldorado of specific information available on Eldorado.gg that they consider to constitute illegal content.
Notices concerning allegedly illegal content may be submitted directly to Eldorado by using the following contact details:
Email: [email protected].
When sending messages to [email protected], please be sure to include:
a sufficiently substantiated explanation of the reasons why you consider the information in question to constitute illegal content;
the exact URL or URLs where the information is located and, where necessary, any additional information reasonably required to identify the relevant content;
your full name and email address, except where the notice concerns information considered to involve an offence referred to in Articles 3 to 7 of Directive 2011/93/EU; and
a statement confirming your bona fide belief that the information and allegations contained in the notice are accurate and complete.
Where appropriate, please also provide any documents or other information supporting your notice and identifying the applicable legal basis for the alleged illegality.
Where you provide electronic contact information, Eldorado will confirm receipt of your notice without undue delay.
Notices submitted through this mechanism will be assessed in a timely, diligent, objective and non-arbitrary manner. Following the assessment, Eldorado will inform you without undue delay of its decision concerning the reported information and will provide information on the available possibilities for redress.
This mechanism is intended specifically for notices concerning allegedly illegal content under Article 16 of the Digital Services Act. For general communications, please use the Article 12 point of contact described above.
DSA Articles 20 and 21 Complaints and Out-of-Court Dispute Settlement
If you disagree with a decision falling within Article 20(1) Digital Services Act (Regulation (EU) 2022/2065), you may submit an internal complaint to Eldorado free of charge within six months from the date on which you were informed of the relevant decision. The complaint should be submitted through the electronic communication channel through which the relevant decision was communicated.
You may also refer a dispute concerning such a decision to an out-of-court dispute settlement body certified under Article 21 of the Digital Services Act. The current list of certified bodies is published by the European Commission. The use of internal or out-of-court dispute settlement does not affect your right to seek judicial redress.