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Responsible Gaming Policy

The configurable responsible gaming modules and tools that Cortex makes available and how responsibility is allocated between Cortex and the contracting operator.

Controller / Technology Provider: SLB Consultoria em Tecnologia da Informação LTDA (Cortex)
CNPJ: 66.663.714/0001-98
Headquarters: Rua Pais Leme, 215, Conjunto 1713, Pinheiros, São Paulo/SP, CEP 05424-150
Corporate website: www.cortex.je
Legal email: legal@thecortex.digital
DPO email: dpo@thecortex.digital
Information security: security@thecortex.digital
Version: v1.3
Date: 2026-07-11
Jurisdiction: Brazil (Brazilian law; fixed-odds betting governed by Lei nº 14.790/2023 and SPA/MF regulations).

1. Purpose and role of Cortex

1.1. Cortex is a technology provider (B2B SaaS for conversational AI, with the Atena (conversational player support), Apolo (sales/curation and governance), Deméter (analytics/insights) and Nêmesis (compliance, KYC/AML, responsible gaming and risk detection) agents, in a WebChat-only model) for regulated iGaming operators in Latin America, with Brazil as the entry market. This Policy describes the configurable responsible gaming modules and tools that Cortex makes available and how responsibility is allocated between Cortex and the contracting operator.

1.2. Allocation of responsibility (central principle). Under the Cortex business model:

Cortex PROVIDES configurable responsible gaming modules, tools and flows (described in Section 4). Cortex provides the technology; it does not operate a betting platform, has no direct relationship with the end bettor and is not the regulatory responsible party before the player or the authority.
The operator (CONTRACTING PARTY) CONFIGURES and IS ANSWERABLE for regulatory compliance. It is the operator that holds the authorization to offer fixed-odds betting, that maintains the relationship with the bettor, that sets parameters (amounts, deadlines, limits), that monitors, that reports to the authority and that answers to the Secretariat of Prizes and Betting of the Ministry of Finance (SPA/MF) and other regulators.

1.3. This allocation is consistent with the Cortex set of documents and does not broaden it:

Agreement, clause 4.2.2, the CONTRACTING PARTY is responsible for the content of messages, journeys and communications, including compliance with iGaming and responsible gaming policies.
Agreement, clause 12.3, the CONTRACTING PARTY declares that it complies with the regulatory obligations applicable to iGaming and responsible gaming, taking responsibility for content and journeys.
Agreement, clause 16.4, responsibility for content, offers, journeys and iGaming regulatory compliance lies with the CONTRACTING PARTY.
Compliance Statement, §15, for iGaming, Cortex makes available modules and guidelines (limits, self-exclusion, cool-offs, reality checks, intervention reports) configurable by the operator.
Annex V of the Agreement, item 3.1, Cortex does not guarantee full regulatory compliance of the CONTRACTING PARTY's operation, limiting itself to providing technology and evidence as contracted.

1.4. In the event of a conflict between this Policy and the Service Agreement (or its Annexes), the Agreement prevails (clause 2.2 of the Agreement; item 1.1 of the Compliance Statement).

2. Regulatory basis

This Policy is grounded in the Brazilian regulatory framework for fixed-odds betting. Cortex designs tools that support the operator in complying with these regulations; compliance itself rests with the operator.

Applicable regulations, scope and how Cortex provides support
Regulation	Scope	How Cortex provides support
Lei nº 14.790, de 29/12/2023 (the “Betting Law”)	Regulates the lottery modality of fixed-odds betting (sports and online games); creates the Secretariat of Prizes and Betting (SPA/MF); establishes responsible gaming duties, prevention of gambling disorder (ludopathy), prohibition of persons under 18 and responsible advertising.	The Section 4 modules implement the legal duties in the conversational channel.
Portaria SPA/MF nº 1.231, de 31/07/2024	Governs responsible gaming: self-exclusion mechanisms (temporary/permanent); deposit, bet amount and play time limit tools; alert messages/reality checks; information about support and treatment centers; customer service channel (SAC).	Atena implements self-exclusion, limits, reality checks, referral to support and conversational SAC.
Portaria SPA/MF nº 2.579, de 07/11/2025 and Instrução Normativa SPA/MF nº 31, de 07/11/2025	Enhance bettor protection: specific self-exclusion (one operator) and centralized self-exclusion (all authorized platforms, via the Serpro platform); mandatory prudential self-limits on play time and amount wagered at the time of registration. Adaptation deadlines for operators (verification against the centralized base and technical adjustments for self-limits).	Atena collects/applies self-limits at registration and integrates the specific and centralized self-exclusion flows when the operator makes them available.
Lei nº 14.790/2023, Advertising and Promotion Chapter	Advertising directed exclusively at an adult audience; prohibition of targeting children and adolescents; responsible gaming warnings; prohibition of unfounded claims about winnings or of presenting betting as a source of income/investment/financial solution.	Brand/UX writing of the conversational flows and Atena messages observe these prohibitions; final configuration of claims rests with the operator.
Statute of the Child and Adolescent (Lei nº 8.069/1990)	Protection of minors; age rating applicable to betting advertising.	Prohibition of interaction with persons under 18 in the flows (Section 5).
LGPD (Lei nº 13.709/2018)	Processing of personal data, including responsible gaming data (self-exclusion, limits, risk signals).	Processed by Cortex as Processor, under the DPA (Annex III of the Agreement). See Section 9.

3. Responsible gaming principles

In the design of its tools, Cortex adopts the following principles, which the operator must reflect in its operation:

3.1. Healthy play. Betting is entertainment, not a source of income, an investment or a solution to financial problems. The tools favor the bettor's control over time and money. Consistent with this principle, it is prohibited to induce the bettor to bet by means of a bonus, reward or advance advantage conditioned on a deposit/contribution, an absolute prohibition detailed in item 6.1.5.
3.2. Prevention of ludopathy. Detection and flagging of risk patterns (spend, time, frequency, behavior) with referral to support, without replacing clinical assessment.
3.3. Protection of vulnerable persons. Absolute prohibition of persons under 18 and reinforced care with people in situations of vulnerability.
3.4. Transparency. Clear information about risks, rules, limits and help channels, in accessible language.
3.5. Assisted self-determination. The bettor sets their limits; the technology respects them, reminds of them and makes circumvention harder, without deciding for the player.
3.6. Irreplaceable human care. The technology supports the operator's duty of care; it does not replace it, nor does it replace the regulator, nor does it perform clinical diagnosis (see Section 8).

4. Configurable modules and tools provided by Cortex

The modules below are provided by Cortex and configured by the operator via parameterization (Annex I of the Agreement) and Service Order (SO). Availability, parameters and activation depend on the contracted plan and on the operator's configuration. Cortex does not set amounts, deadlines or triggers on its own; these are regulatory and business decisions of the operator.

4.1. Self-exclusion

4.1.1. Conversational flow (Atena) for the bettor to request self-exclusion, temporary or permanent, with confirmation and auditable record.
4.1.2. Support for the three sources of self-exclusion that the bettor's status must reflect: (a) specific, at the operator itself; (b) centralized, across all authorized platforms, via the SPA/Serpro Centralized Self-Exclusion Platform (referral/integration when the operator makes it available); and (c) judicial, a court order or protective measure ordering the block. Nêmesis (the compliance/risk agent) queries and applies the consolidated self-exclusion status from the three sources, determining the responsible gaming block; Atena acts as the conversational channel that reflects and communicates that status to the bettor, but the compliance decision and enforcement rest with Nêmesis. It is the operator (Controller) that queries the centralized base and keeps the status up to date, including reflecting court orders.
4.1.3. After self-exclusion is recorded (from any of the three sources), Nêmesis applies the responsible gaming block and Atena, as the channel, does not lead the user to bet, directing them to help channels and to the SAC.
4.1.4. Prohibition of readmission. Any active readmission, reactivation or win-back communication (an invitation to bet again, “we miss you”, a return offer) directed at a self-excluded bettor is prohibited, under any of the three sources. This is a categorical prohibition, not subject to a gate; no consent releases it. Where confirmation from any of the three sources is missing, delayed or unavailable, the behavior is conservative (do not send) until there is positive confirmation that the bettor is not self-excluded.

Basis: Portaria SPA/MF nº 1.231/2024 (specific self-exclusion; prohibition of communication to a self-excluded bettor); Portaria SPA/MF nº 2.579/2025 and IN SPA/MF nº 31/2025 (centralized self-exclusion Sigap/Serpro; verification at registration/login and prohibition of communication to a self-excluded bettor). The legal characterization of judicial self-exclusion and the definition of “active readmission communication” follow those acts.

4.2. Deposit, bet amount, loss and time limits

4.2.1. Collection and application of self-limits (deposit, bet amount, play time and, where the operator adopts it, loss) configurable by the operator.
4.2.2. Support for the flow of mandatory prudential self-limits at the time of registration, when the operator integrates this flow with Atena.

Basis: Portaria SPA/MF nº 1.231/2024 (deposit, bet and time limits); Portaria SPA/MF nº 2.579/2025 and IN SPA/MF nº 31/2025 (mandatory prudential self-limits on time and amount at registration).

4.3. Cool-offs / time-outs

4.3.1. Flow for the bettor to request a temporary cool-off for a defined period, distinct from permanent self-exclusion.

Basis: Portaria SPA/MF nº 1.231/2024 (temporary voluntary exclusion mechanisms).

4.4. Reality checks and intervention messages

4.4.1. Configurable periodic delivery of messages informing play time and/or amount wagered in the session, encouraging reflection.
4.4.2. Intervention messages triggered by triggers configured by the operator (e.g., limit approaching, high spending pattern), with a tone of care and without any incentive to bet.

Basis: Portaria SPA/MF nº 1.231/2024 (regular alert messages about time/amount).

4.5. Detection of risk signals and referral

4.5.1. Flagging, based on parameters and triggers set by the operator, of patterns potentially associated with gambling disorder (frequency, escalating spend, session time, language of financial distress in the chat).
4.5.2. Automated referral to help channels (Section 7) and to human service (handoff), with auditable record.
4.5.3. Explicit limit: detection is probabilistic support flagging, not a clinical diagnosis nor a regulatory decision. Action based on the signal is the operator's responsibility. See Section 8.

Basis: Lei nº 14.790/2023 (prevention of gambling disorder); Portaria SPA/MF nº 1.231/2024 (management tools and information about support).

4.6. Responsible gaming reports and governance (Apolo)

4.6.1. Responsible gaming indicators (e.g., self-exclusions, limits applied, interventions, referrals) for the operator to monitor and report.
4.6.2. Audit trails of the responsible gaming actions conducted by Atena.

Basis: the operator's duty to monitor and report (Lei nº 14.790/2023; SPA/MF regulations). Consistent with the Agreement, clauses 3.2 and 12.1.

4.7. Pause on credit exhaustion and the operator's regulatory responsibility

The compliance function implemented by Nêmesis, including observance of self-exclusion (specific, centralized and judicial), the application of limits and the detection of indications of underage users and of risk signals, is subject to the same credit pool mechanism as the other agents (Atena, Apolo, Deméter): once the plan's pool is exhausted without a pack or top-up, Nêmesis is also paused, with no differentiated treatment, in accordance with the credit billing rules of the contracted plan.

This is so because the legal obligation of responsible gaming, anti-money laundering and KYC rests with the operator (Controller), under Lei nº 14.790/2023 (arts. 8º III, 26 and 29) and the applicable AML regulations (Lei nº 9.613/1998; Portaria SPA/MF nº 1.143/2024), not with Cortex, which is a technology provider. The pause of a Cortex support tool for lack of balance does not exempt, does not transfer and does not reduce that obligation: the operator must maintain a sufficient credit balance or its own contingency process (manual or from another provider) to ensure the continuity of its own responsible gaming and AML controls, regardless of the credit status contracted with Cortex.

Continuity during the pause. The pause reaches the autonomous actions of the agents, with no exception for the compliance function. The operator's human support remains available, as it consumes no credits, and the pause does not end human support already under way: what stops is the agent's autonomous initiative, not the support channel.

Basis: Lei nº 14.790/2023 (arts. 8º III, 26 and 29, the operator's obligation); Lei nº 9.613/1998 and Portaria SPA/MF nº 1.143/2024 (AML, the operator's obligation).

5. Protection of minors

5.1. Fixed-odds betting is prohibited for persons under 18 (Lei nº 14.790/2023). Cortex conversational flows must not lead a person identified or declared to be under 18 to bet, deposit or open an account.

5.2. Age and identity verification (KYC) is the operator's responsibility. Atena may implement the collection and the referral to the operator's KYC flow (Agreement, clause 3.1), but Cortex is not the age verifier of last resort.

5.3. Advertising and communication conducted through the operator's channels may not be directed at children and adolescents, in accordance with the Statute of the Child and Adolescent and the applicable age rating (Section 6).

5.4. Where there is an indication that the interlocutor is under 18, the flow must interrupt the betting journey and provide appropriate guidance, as configured by the operator.

6. Responsible advertising and communication

6.1. All communication directed at the bettor via Cortex agents must, in the operator's configuration, observe Lei nº 14.790/2023 and the applicable advertising regulations. It is prohibited, among others, to:

6.1.1. Direct communication at children and adolescents.
6.1.2. Present betting as a source of income, an investment, a solution to financial problems or an alternative to work.
6.1.3. Make unfounded claims about the probability of winning.
6.1.4. Omit responsible gaming warnings when required.
6.1.5. Offer, suggest or enable a bonus, reward, bonification or advance advantage conditioned on a deposit or financial contribution by the bettor (e.g., a “sign-up/welcome bonus on the first deposit”). This is an absolute prohibition, not a communication permissible under conditions: no consent, age verification or warning makes it lawful. Atena does not offer, does not suggest and does not enable that type of bonus or advantage conditioned on a contribution in any flow, message or notification.
6.1.6. Send advertising or any active readmission, reactivation or win-back communication to a self-excluded bettor (see item 4.1).

Basis for item 6.1.5: Lei nº 14.790/2023, art. 29, I (prohibition of granting an advance, anticipation, bonification or advance advantage in order to bet, even by way of promotion); Portaria SPA/MF nº 1.231/2024 (prohibition of promotion/reward conditioned on a contribution; “sign-up/welcome bonus” conditioned on a deposit prohibited since Jan/2025), CONAR, Annex X. The distinction between what remains a lawful promotion (not conditioned on a contribution) and the prohibited bonus follows those acts.

6.1-A. The prohibition of a bonus conditioned on a deposit (item 6.1.5) is treated in the product design as permanently prohibited content, a category distinct from and above “marketing behind a gate”: it is always blocked, in any channel, with no mechanism to unlock it (consistent with the business rule of the widget that implements the Atena flows).

6.2. The final content, claims and journeys are defined and approved by the operator (Agreement, clauses 4.2.2, 12.3 and 16.4). Cortex applies in the flows the tone of care and the prohibitions above as a design standard (UX writing), but does not approve or guarantee the advertising compliance of the client's operation.

6.3. Advertising self-regulation guidelines (e.g., the CONAR Annex on betting advertising) may be incorporated when the operator adopts them, as applicable to the operator's case.

7. Help and support channels for the player

7.1. Cortex flows may inform and refer the bettor to gambling disorder support channels and to the operator's SAC, in accordance with Portaria SPA/MF nº 1.231/2024 (information about support and treatment centers; maintenance of a SAC).

7.2. Reference channels (to be informed, confirmed and kept up to date by the operator in the configuration):

Ludopathy support channel/helpline indicated by the SPA/MF or by the operator (e.g., public mental health services, CAPS; dedicated helpline, if any).
The operator's SAC (phone/email/chat).
Link to the Centralized Self-Exclusion Platform (SPA/Serpro), where in force and made available by the operator.

7.3. Cortex does not provide health care, clinical counseling or direct support to the end bettor; it only implements the referral configured by the operator.

8. Limits and disclaimer

8.1. The technology supports, it does not replace. The Cortex modules support the operator in complying with responsible gaming duties. They do not replace: (i) the operator's duty of care and regulatory responsibility; (ii) the regulatory authority (SPA/MF); (iii) clinical assessment or treatment of gambling disorder.

8.2. Risk detection is probabilistic. The detection of risk signals (item 4.5) is statistical support, subject to false positives and false negatives, and does not constitute a diagnosis. Decisions based on the signals rest with the operator.

8.3. Configuration rests with the operator. The effectiveness of the tools depends on the operator activating and configuring them correctly (parameters, triggers, limits, integrations). Tools that are not configured or are misconfigured do not produce the expected protective effect, and Cortex is not answerable for that (Annex V, item 3.1 of the Agreement).

8.4. Dependence on third parties. Availability and performance may be affected by third parties (cloud/CDN/WebChat Gateway/carriers) and by integrations with regulatory platforms (e.g., Serpro/Centralized Platform), without any responsibility of Cortex (Agreement, clauses 6.7 and 16.3).

8.5. No guarantee of the client's compliance. Cortex does not guarantee full regulatory compliance of the operator's operation (Annex V, item 3.1).

9. LGPD and responsible gaming data

9.1. Responsible gaming data (self-exclusion status, limits, cool-offs, risk signals, referrals) are personal data and, when they reveal a sensitive behavioral/financial condition, require reinforced care.

9.2. Roles (LGPD). The operator is the Controller; Cortex is the Processor, processing these data in accordance with the operator's instructions and the DPA (Annex III of the Agreement).

9.3. Principles. Purpose, suitability, necessity/minimization, transparency, security and prevention apply. Responsible gaming data are used solely for responsible gaming and support purposes, not for marketing or commercial profiling, except under the operator's own legal basis.

9.4. Prohibition of use for training. Cortex does not use the operator's data, content, messages, logs or metadata (including responsible gaming data) to train its own or third-party models, except with express authorization in a SO (Agreement, clause 9.8). Aggregated and de-identified metrics for operational improvement are permitted.

9.5. Security and retention. The security, retention and disposal controls of the Agreement (clauses 10.3, 15) and of the Compliance Statement apply (encryption, RBAC, MFA, logs, retention of 6 to 12 months with PII minimization).

9.6. Data subject rights and incidents. The bettor's rights (art. 18 of the LGPD) are handled by the operator as Controller, with reasonable assistance from Cortex; incidents follow clause 10.4 of the Agreement and the DPA (notification within 2 business days; Resolução ANPD CD nº 15/2024 or its successor).

10. Operator responsibilities (summary)

The operator (CONTRACTING PARTY), as the regulatory responsible party, must:

10.1. Configure the responsible gaming tools (limits, self-exclusion, cool-offs, reality checks, risk triggers, help channels) in accordance with the applicable regulation and its operating model.
10.2. Verify age/identity (KYC) and prevent access by persons under 18.
10.3. Monitor the responsible gaming indicators (via Apolo and its own systems) and act on risk signals.
10.4. Report to the SPA/MF and other authorities whatever the regulation requires, keeping evidence.
10.5. Keep up to date the help channels, the SAC and the regulatory links (e.g., centralized self-exclusion).
10.6. Approve content, claims and journeys, ensuring responsible advertising.
10.7. Comply with the obligations declared in clauses 4.2.2, 12.3 and 16.4 of the Agreement.

11. Review and versioning

11.1. This Policy will be reviewed at least annually and whenever there is a material change in the Brazilian betting regulation (Lei nº 14.790/2023, SPA/MF Ordinances/INs) or in the Cortex modules.

11.2. Changes are recorded with a new version and date, in Cortex's document control.

11.3. Consistent with Annex E of the Compliance Statement, the current published version is available in the “Legal & Compliance” section of the website (www.cortex.je), at the URL https://www.cortex.je/jogo-responsavel.

Atena

Atendimento que resolve no primeiro contato.

A Atena atende o jogador no WebChat logado, responde a partir da base de conhecimento aprovada pelo operador e escala para o humano quando o caso exige julgamento.

Agendar demonstração

WebChat · site logadoAtena · agente de IA

demonstração · dados de exemplo

Meu saque ainda não caiu.

Saque de R$ 500 aprovado às 14h32. O banco libera em até 2 horas.

Perfeito, obrigado!

12saté a primeira resposta

0na fila humana

1toque para resolver

Resolvido sem passar por atendentee registrado na trilha no mesmo instanteresolvido

Fila que não anda, resposta fora do script e evidência espalhada tiram o time do que importa.

Atena resolve com fonte.

O caso que pede julgamento chega pronto ao humano.

Atendimento 24/7

Resposta imediata a qualquer hora, sem escalar o time nem a fila noturna.

Resposta com fonte

Cada resposta nasce da base de conhecimento aprovada pelo operador.

A régua é sua

Jogo responsável e autoexclusão seguem a política que você define sob a Lei 14.790/2023. A Cortex aplica em toda conversa e registra que aplicou.

Handoff estruturado

O caso sensível sobe para o humano com o contexto inteiro da conversa junto.

Presença que não sai do ar.

O jogador é atendido a qualquer hora no WebChat logado, com o mesmo tom e o mesmo critério — sem depender de quem está de plantão.

Cobertura de atendimentoconversas por hora · últimas 24 horas

demonstração · dados de exemplo

00h06h12h18h23h

Madrugada de terçao mesmo tom e o mesmo critério do horário comercial 12s

Pico de domingo à noitesem fila de espera e sem plantão extra 14s

Resposta em preparoainda não apareceu para o jogador

Seu limite de depósito está em R$ 300 por semana. Para reduzir, te passo agora para uma pessoa da equipe.

Checagens obrigatórias

Base aprovada pelo operadorfonte citada no registro da resposta

Limite e cap do contratonada prometido fora da regra escrita

Jogo responsávelNêmesis consultada antes de a fala sair

Liberada para envioconfiança 0,94 · fora da regra, ela não falana regra

Resposta que segue a regra.

A Atena responde a partir da base aprovada do operador e consulta Deméter e Nêmesis antes de falar. Nada de improviso em saque, limite ou bônus.

Evidência pronta para auditoria.

Cada decisão vai para log WORM com hash encadeado e PII redigida, retido por cinco anos. Quando o regulador perguntar, a prova já está montada.

Trilha WORMcada decisão vira registro no instante em que acontece

gravando

EventoHash

Resposta enviada ao jogadoratena.message_sent · atena a71c4e02…

Handoff acionado pela Atenaatena.session_handoff_triggered · atena 4e8d3b57…

Ficha aberta pelo atendenteatendimento.ficha.accessed · marcos.r 9c05f7ae…

Escrita-só · hash encadeado · retido por 5 anosa71c4e0293f8b6d15ac47e0b3fd825619ce74a0…

Handoff para o Backoffice#064B17A2 · Tatiana Macedo Ferreira

escalado

Motivo da escalada

Pedido de exceção fora da alçada da IAa Atena não decide exceção de contrato

O que vai junto

Conversa inteira12 mensagens — o jogador não repete a história

Ficha e comportamentodados sensíveis mascarados por padrão

Trilha da decisãoo que a Atena tentou, e por que parou

Marcos R. assumiu em 40sjá com o contexto aberto na telacom humano

Time humano no que é humano.

São seis os gatilhos que levam a conversa ao humano: jogo responsável, crise emocional, ameaça regulatória, falha de resolução, pedido explícito do jogador e limite sem resolução na conversa. O caso chega ao operador com o contexto inteiro, sem repetir pergunta.

Conecte sua operação

Plugamos a Atena no WebChat e no backoffice que você já roda hoje.

Ajuste o agente

As regras da casa viram comportamento: tom, limite, alçada e base de conhecimento.

Entre no ar com hypercare

Go-live acompanhado por 15 dias, com métrica de resolução e escalonamento à vista.

Perguntas frequentes

Quanto tempo leva para colocar a Atena no ar?

A esteira de implantação leva de 15 a 30 dias úteis, contados a partir da entrega dos seus acessos e integrações. O go-live tem 15 dias de hypercare acompanhado.

Demonstração · dados de exemplo.

01Conecte os acessos e integrações.

02Ajuste a régua e a base aprovada.

03Entre no ar com acompanhamento.

A Atena substitui o time de atendimento?

Não. A Atena responde ao volume repetitivo dentro da regra aprovada e leva ao humano os casos que pedem julgamento. O time entra com o contexto da conversa e a evidência já reunida: crise emocional, risco regulatório, exceção de contrato ou pedido do jogador.

A conversa segue com contexto quando precisa mudar de dono.

AtendePerguntas repetitivas, dentro da regra aprovada.

EscalaCasos que exigem julgamento humano.

jogo responsávelcrise emocionalrisco regulatóriopedido do jogador

Como fica o registro para o regulador?

Toda decisão vai para um log de escrita-só: o banco não aceita alterar nem apagar linha já gravada, cada registro carrega o hash do anterior, e adulterar um deles quebra a cadeia inteira — o que torna a alteração detectável, não impossível. A PII vai redigida, a retenção é de cinco anos e, ao fim dela, o dado é descartado como manda a LGPD. A trilha é exportável para auditoria.

Trilha de decisão · demonstração.

14:32:04Mensagem recebida e regra consultada.

14:32:11Resposta registrada com o contexto da decisão.

14:32:12Hash encadeado e trilha disponível para exportação.

Preciso trocar meu WebChat atual?

Não. A Atena sobe sobre o WebChat e o backoffice que você já opera. A integração é por API e evento, sem trocar de stack.

Integração sem trocar o que sua operação já usa.

WebChat atualConversa do jogador.

AtenaAplica a regra aprovada.

Backoffice atualRecebe contexto e evidência.

Como a Atena trata jogo responsável e autoexclusão?

A Atena aplica a política da Nêmesis: detecta sinal de risco na conversa, encaminha limite, pausa e autoexclusão, e aciona o CVV 188 em caso de crise. Base: Lei 14.790/2023 e normas da SPA/MF (Secretaria de Prêmios e Apostas do Ministério da Fazenda).

Régua de jogo responsável definida pela operação.

Sinal na conversaAtena identifica o contexto.

Política aplicadaLimite, pausa ou autoexclusão.

Humano acionadoQuando o caso pede acolhimento.

Quanto custa e como é cobrado?

Por crédito — 1 crédito equivale a 1 resposta da Atena. Cada plano inclui mensalidade, setup igual à mensalidade e um pool mensal de créditos. O consumo acima do pool vira recarga.

Consumo consultável por ciclo e por agente.

1 créditoEquivale a uma resposta da Atena.

Pool mensalVolume contratado para o ciclo.

RecargaCobre o consumo acima do pool.

E se o pool de créditos acabar no meio do mês?

Os agentes pausam, todos, inclusive os de compliance, até a recarga. Nenhuma conversa é cortada no meio: o que já começou termina, e o seu time humano continua atendendo pelo Backoffice, porque atendimento de pessoa não consome crédito. O consumo é medido por ciclo e por agente e fica consultável a qualquer momento. O operador recebe alertas automáticos quando o consumo alcança 80%, 95% e 100% do pool contratado. A obrigação legal de jogo responsável e de prevenção à lavagem de dinheiro segue sendo do operador, com ou sem crédito.

Quando o pool chega ao fim, o atendimento humano continua disponível.

Conversa abertaTermina sem corte no meio.

AgentesPausam até a recarga.

Time humanoSegue no Backoffice sem consumir crédito.