General Location FAQ

Updated October 17, 2022 12:31

TROUBLESHOOTING CHECKLIST

MOBILE

Is Wi-Fi Enabled?

To get the best possible experience while wagering, please ensure that Wi-Fi (even when connected to Cellular data) and Cellular (provided that it is available on your device) settings are enabled while playing. An additional approach for a good user experience would be to make sure that there are numerous Wi-Fi access points detected around the player. The more Wi-Fi access points are detected around the player, the better the location data is.

Are Location Services enabled?

Location Services feature uses a combination of cellular, Wi-Fi, and GPS data to determine the user's location. If the device is not within a clear line of sight to GPS satellites, the location can be defined using Wi-Fi and cell tower locations.

Disable or Uninstall any RDP, FLA, VPN, VM, or Proxy

The use of software such as RDP (Remote Desktop Program), FLA (Fake Location App), VPN (Virtual Private Network), VM (Virtual Machine), or proxy with the capability of altering geolocation data will result in a geolocation check failure. Please disable or uninstall any spoofing application in order to successfully wager and play.

Are Push Notifications enabled?

Our solution uses an advanced geolocation mechanism via Apple Push Notification which allows users to play on the operator’s website. Also, the Notifications will let users know when they passed or failed a location check and the reason why.

Is a device rooted/jailbroken?

A rooted/jailbroken device (Android and iOS) provides users with access to parts of the operating system that can contribute to location modifications, so all geolocation checks from rooted devices are blocked.

PC/MAC

Disable/ Terminate, or Uninstall any RDP, VPN, VM, or Proxy?

Is Wi-Fi enabled?

To get the best possible experience while wagering, please ensure that Wi-Fi is enabled while playing. An additional approach for a good user experience would be to make sure that there are numerous Wi-Fi access points detected around the player. The more Wi-Fi access points are detected around the player, the better the location data is. Your device does not necessarily need to be connected to any of these networks. It only should detect them. If your device fails to detect enough Wi-Fi APs, our geolocation solution will not be able to locate you properly. This may occur in rural areas or even in very tall buildings. If you face similar issues, you may try moving around a bit to find an area with more APs nearby. Also, you may try using a more powerful Wi-Fi adapter to detect more APs that may be located a greater distance away.

GENERAL LOCATION FAQ

Can I play for real money outside of permitted jurisdiction borders?

No. You must be physically located in the permitted jurisdiction borders to play for real money. You may still access the website and log in to your account when located outside of permitted jurisdiction borders, but you will not be able to wager.

Do I need to be located within the allowed state to register and create a player account? What about depositing or withdrawing funds?

No, you do not need to be located within the permitted jurisdiction borders to register a new account, to log in, deposit, or withdraw funds. However, you will not be able to play real money games unless you're in the allowed state.

I am a resident of the allowed state, can I play for real money when traveling elsewhere in the US?

No. You must be physically located within the allowed state borders to play for real money.

Can I play real money games if I am not a permanent resident of the allowed state?

Yes, but only while you are physically located within the allowed state borders. Once you leave the permitted jurisdiction borders, the geolocation checks will fail and you will not be able to play real money games.

Can I access my account outside of permitted jurisdiction borders?

Yes, you may access your account from outside of permitted jurisdiction borders. However, you will not be able to play real money games outside of permitted jurisdiction borders.

Can I make deposit or withdrawal requests outside of permitted jurisdiction borders?

Yes, you can make deposit and or withdrawal requests. However, please be aware that you will be able to play real money games only when you are physically located in permitted jurisdiction borders.

I am being incorrectly located outside of my state (PC/Mac).

If you are within state borders and are being restricted from playing on your desktop or laptop computer, there may be an issue locating you using Wi-Fi data. For successful geolocation, your device needs to detect multiple Wi-Fi networks. Though, enabling Wi-Fi may not be enough if you are in a remote or not densely populated area. So you may try moving around a bit to detect a place where more Wi-Fi access points are visible in the list of available networks. However, if your computer is not equipped with a Wi-Fi adaptor or it is broken, you will be able to play either using your mobile device with GPS/Location Data enabled or, by means of purchasing and plugging in an external adaptor for your computer.

I am being located in the state but within the exclusion zone (PC/ Mac).

Please move with your laptop/desktop from the exclusion zone if possible, or try moving away from the exclusion zone and use a mobile device to play. Location services and either WiFi or Cellular/GPS data should be enabled on the mobile device for the best results.

I’m located in the state but close to the area where gaming is prohibited (exclusion zone)(PC/ Mac).

To geolocate properly, we recommend making sure there are multiple Wi-Fi access points around. Also, try moving deeper into the state or try geolocating using a mobile device with location services enabled. In case you are more than ~60m away from the border, try geolocating using GPS, or trying with an Android device since it's easier to catch a GPS signal.

What happens if I leave permitted jurisdiction borders in the middle of a game session?

If you leave a permitted jurisdiction border during your gaming session, you will no longer be eligible to continue playing, and your session will be terminated automatically. Once you get back, we will need to confirm you're physically located in the allowed state for your session to resume.

If I'm located within the allowed state but near the state borders, will I be accurately located within the permitted state?

In most cases, yes; however, if you are less than half a mile from the border, you may be blocked from play and will need to move further away from the border and try again. Your IP address may also be incorrectly placing you in a neighbouring state, and you will need to correct your IP address. To be able to play close to the border, please follow the recommendation below:

- For iOS, make sure that Wi-Fi is enabled, and multiple Wi-Fi networks are available.

- For Android, make sure that Wi-Fi enabled and multiple Wi-Fi networks are available > Location Service > Improve accuracy >WiFi scanning is set to ON

- For PC/Mac, switch to a mobile device to take advantage of more accurate data like GPS **Please note: GPS signal cannot be detected indoors.

If none of the above works, please move further away from the border.

If I have remote desktop software, such as Zoom, Webex, Chrome Remote Desktop or LogMein etc., actively running on my laptop or desktop, can I still be accurately geolocated?

If you have remote desktop software running on your device, you will not be able to play. You will need to disable these programs and ensure they are no longer running on your device for successful geolocation.

How Do I Disable a Remote Desktop Program (RDP) on PC?

Depending on the software you use, the process of disabling may vary. However, as a unified solution, you may close all known remote desktop programs on your device.

For PC, press Ctrl+Alt+Delete to access the Task Manager. From the Task Manager, you can force individual programs to quit.

- Windows 10, Click the Windows Start button and type "Allow Remote Access to your computer.”

Make sure "Allow Remote Assistance connections to this computer" is unchecked.

Select "Don't allow remote connections to this computer" under the Remote Desktop section and then click OK.

- Windows 8 and 7, click Start button > Control Panel > open System and Security > choose System in the right panel > Select Remote Settings from the left pane to open the System Properties dialog box for the Remote tab > Click Don’t Allow Connections to This Computer and then click OK.

Also, make sure "Allow Remote Assistance connections to this computer" is unchecked.

- For Windows XP > right-click on the My Computer icon on the desktop > Select Properties in the menu > click on the Remote tab

Uncheck Allow users to connect remotely to this computer under the Remote Desktop section. Also, make sure "Allow remote Assistance invitations to be sent from this computer" is unchecked.

If you do not see Remote Desktop as an option, you may have Windows XP Home. Remote Desktop is only available on Windows XP Professional.

TeamViewer

TeamViewer is remote access and remote control software, allowing maintenance of computers and other devices. You can stop the active TeamViewer connection by following the next steps:

- Find the TeamViewer session window in the lower right corner of the screen > click on the arrow next to an active session > Close connection

Please note, that you may have TeamViewer running while playing. However, your geolocation attempts will fail if there’s an active TeamViewer session.

Skype for Business Enterprise

Skype for Business is an enterprise software application for instant messaging, and videotelephony, and remote control. You can disable Skype for Business by following the instructions below:

- right-click the Skype for Business on the system tray icon located in the lower right-hand corner of your desktop, next to the time > click on Exit:

Skype for Business

SkypeforBusiness is a part of the Microsoft Office suite. You can uninstall Skype for Business from your device by following the next steps:

- For Windows 7 & 10, press Win+R > type into the field: appwiz.cpl > press Enter

Right-click on the Microsoft Office > then select Change

From there, you would uninstall Skype for Business by making ‘Microsoft Lync’ or ‘Skype for Business’ Not Available depending on your version of Office

AutoHotkey

AutoHotkey is a free app initially aimed at providing easy keyboard shortcuts or hotkeys, fast macro-creation, and software automation that allows users of most levels of computer skill to automate repetitive tasks in any Windows application. You can disable AutoHotkey by following the instructions below

- Right-click, the AutoHotkey on the system tray icon located in the lower right-hand corner of your desktop, next to the time,> click on Exit.

For Windows 10, open Settings (press Win+I) > click on Apps > then on Apps and features > click on Uninstal,

For Windows 7, press Win+R > type into the field: appwiz.cpl > Enter

Right-click on the AutoHotkey > select Uninstall

HP Omen Gaming Hub

HP Omen Gaming Hub is software that comes pre-installed on HP Omen desktops and laptops and functions as an optimizer for playing games, making automatic adjustments to fan speeds, lighting, and accessory controls for the best gaming experience. It also allows remote access to OMEN PCs via Android/iOS.

You can disable OMEN Gaming Hub by following the instructions below:

Locate the OMEN Gaming Hub icon on the taskbar and right-click on it (1).

After that, choose Stop Remote Play (2):

How Do I Disable a Remote Desktop Program (RDP) on Mac?

Depending on the software you use, the process of disabling may vary. However, as a unified solution, you may close all known remote desktop programs on your device.

For Mac, you must open the Activity Monitor in the Utilities folder of your Applications. From the Activity Monitor, you can force individual programs to quit.

Click the Apple icon > System Preferences > click the Sharing icon

Uncheck the boxes next to Remote Login and Remote Management

TeamViewer (Mac)

TeamViewer is remote access and remote control software, allowing maintenance of computers and other devices. You can disable TeamViewer by following these steps:

Locate the following icon in the Dock:

Right-click on it and press Quit:

You can also double-check its status in the Activity Monitor panel.

Open new Finder window:

Click the Applications option on the left-hand side of the window.

Locate and open the Utilities folder:

Double-click the Activity Monitor application:

Locate the TeamViewer app in the process list (you can use the search bar to speed up the process) > click on TeamViewer > click on the Stop icon:

On the pop-up window click on Quit:

Note: If after the check the process is not located, it means that the application has been disabled and no further action is needed.

LogMeIn (Mac)

Logmein is remote desktop software that allows users to access computers remotely using the app or a web browser.

To disable LogMeIn app on Mac please follow these steps:

Locate icons in Dock for LogMeIn Control Panel and LogMeIn Client > right-click on both one by one and press Quit:

In the menu bar locate LogMeIn icon, right-click on it and press 'Exit':

On the pop-up window press 'Yes':

Now the app is disabled.

Remove programs completely (Windows/Mac)

If the problem persists, you may be required to remove the programs completely. To remove programs from the computer altogether:

On a PC, open Control Panel > Programs > Uninstall > and select/remove the program from the list.

On a Mac, open Finder > click on Applications on the left-hand sidebar > find the application(s) you’d like to delete > Right-click and select Move to Trash.

If you’d like to delete multiple applications at once, hold the command key down while you click to select apps, then use command + delete to batch erase them.

To complete the process, open the trash and click Empty.

If you’re trying to delete software like plugins and such, you’ll need to open System Preferences.

Right-click on the application/plug in you’d like to delete and click Remove.

Open the Trash and click Empty, then Empty Trash.

If I have proxy or VPN software, such as HideMeVPN, Witopia, OpenVPN etc, actively running on my laptop or desktop, can I still be accurately geolocated?

If you have a proxy or VPN running on your device, you will not be able to access real money gaming. You will need to disable these programs and ensure they are no longer running on your device.

How Do I Disable a Proxy or Virtual Private Network (VPN) Connection?

It depends on the software you run. In the majority of cases, you will need to adjust your browser settings:

- For Internet Explorer: access your browser > Internet options > Click the Connections tab, then click LAN settings > Under Proxy server, uncheck Use a proxy server for your LAN > under Automatic configuration > uncheck Use automatic configuration script > check Automatically detect settings > Click OK.

- For Chrome on Windows: click the Chrome Menu in the browser toolbar > Select Settings > Click Advanced > In the System section, click Open your computer’s proxy settings (For Windows 7 and Windows 8 or 8.1 users, this will open the Internet Properties window)

Under Automatic proxy setup, toggle Automatic detect settings Off > Under Manual proxy setup, toggle Use a proxy server Off > Save.

- For Chrome on Mac: click the Chrome Menu on the browser toolbar > select Settings > At the bottom of the screen, click Advanced > Under System, click Open your computer’s proxy settings. This will open the Network Settings window > In the Proxies tab, under Select a protocol to configure, uncheck every protocol > Click OK.

- Disable proxy on Windows for Firefox, click the settings icon in the top-right corner > Select Options > in the General section, scroll down to Network Settings > click Settings > Select either No proxy or Auto-detect proxy settings for this network > Click OK

- Disable proxy on Mac or Linux for Firefox: click on the settings icon in the top-right corner > select Preferences > in the General section, scroll down to Network Settings > click Settings > Select either No proxy or Auto-detect proxy settings for this network > click OK.

- Disable proxy settings on your iOS, Open Settings > tap Wi-Fi > Select your current active Wi-Fi network > Scroll down to HTTP PROXY > tap Configure Proxy > tap Off > Save.

Depending on the software you use, the process of disabling may vary. However, if you use downloadable VPNs as a unified solution, you may shut down all running processes of such applications.

- For PC, press Ctrl+Alt+Delete to access the Task Manager. From the Task Manager, you can force individual programs to quit.

With Task Manager open, select the task you want to force quit, and then select “End Task.” If you don’t see the name of the app in the list here, click “More Details” and find it in the list on the Processes tab.

- For Mac, press and hold Command + Option + Esc > it will immediately bring up a “Force Quit Application” window > select the frozen application and select “Force Quit.”

*For proxy services that are enabled from a specific website, such as Hide My Ass, your session/service must be terminated to proceed*

If I am failing a proxy check but I am sure I'm not using a proxy service, what might be happening?

Our solution detects any unusual activity from your IP address. Accordingly, our proxy check can be sensitive to possible viruses infecting your computer. If you're confident you're not using a proxy but still failing this check, the issue could be related to viruses, malware, or any other device that shares your internet connection. We recommend checking your computer for possible viruses and/or malware (remove them if they are detected) and ensure you have an updated antivirus program installed and running. Once the malware is removed, it can take up to a few days for our system to get updated. As an additional troubleshooting step, you could try switching your network connection from WiFi to Cellular or vice versa. You can also try to get connected to a different WiFI network (if possible).

If I'm using a public Wi-Fi hotspot to access the internet, can I still be accurately geolocated?

Yes, you can. However, please be aware that from time to time, when using an Internet connection provided by some larger businesses, such Internet connection sources may be associated with a location outside of the allowed state. To resolve this issue, you may try accessing the Internet from another location/connection source.

What is the GeoComply Player Location Check?

Player Location Check (also known as PLC or browser plugin) is a service that runs on a player’s PC or MAC and performs all required geolocation operations to collect device and user location information. This service uses various methods and calculations, which are vital in determining player's actual location.

What if I can’t start the Player Location Check.exe file?

You might encounter a situation where you may not be able to open any .exe files or shortcut link files, i.e., EXE or LNK files. Instead, you might get an “Open with” dialogue box, or the file might get opened in another program. This happens because your EXE files have become associated with a corrupted Registry. To revert them to their original format, you must follow the following steps: Download the EXE .reg file (link below). Save the .reg file to your desktop. Right-click on the downloaded .reg file, and click on Merge. If prompted, click on Run, Yes (UAC), Yes, and OK. Finally, Log off and log on, or restart the computer to apply. If you do not see a Merge option when you right-click on the REG file, you will need to check in Default Programs to set the reg file extension to have its Current Default program set as Registry Editor (C:\Windows\regedit.exe). Afterwards, try merging the REG file again.

What is the difference between a public and private Wi-Fi connection? And how could it affect my ability to be located?

A public Wi-Fi network (e.g. coffee shop, hotel, etc., where a network is shared with many other people), are run by larger businesses, and may be associated with a location outside of the allowed state and prevent access to real money gaming. To resolve this issue, try accessing the internet from another location/connection source, preferably a private, password-protected, un-shared, secure Wi-Fi connection such as your home or work network.

How do I reboot a Wi-Fi router?

The simplest and most effective way to reboot a Wi-Fi router is to unplug the router from its power source, wait up to 30 seconds and plug it back in. Be sure to give the router a bit of time to fully re-boot and connect before trying again.

How do I check that my computer has a Wi-Fi card?

For Windows 10, Right-click on the Windows logo on the bottom left > Select ‘Network Connections’ Right-click on ‘Wi-Fi’ > select ‘Enable.’ If your device doesn’t have a Wi-Fi adapter, ‘Wi-Fi’ will likely not be present.

*This process may differ from previous versions of Windows.

How can I get better Wi-Fi accuracy on my computer?

You may be experiencing issues with Wi-Fi accuracy because your device cannot detect enough Wi-Fi access points. If your device cannot see enough Wi-Fi APs, it will be difficult to locate you. This may occur in rural areas or even in very tall buildings. Try moving to an area with more APs nearby or using a Wi-Fi extender to detect more APs that may be a greater distance away.

*(For more information on Wi-Fi access points, please refer to: “What are Wi-Fi access points, and how can my device find more?”)*.

What are Wi-Fi access points, and how can my device find more?

Wi-Fi access points are devices that allow one to connect to network/internet sources through their Wi-Fi-enabled device. The more available access points nearby, the more accurately we can locate you. Your device does not necessarily need to be connected to any of these networks but simply must be able to 'see' them. If your device cannot see enough Wi-Fi APs, it will be difficult to locate you. This may occur in rural areas or even in very tall buildings. Try moving to an area with more APs nearby or using a Wi-Fi extender to detect more APs that may be a greater distance away.

How do I turn on my device’s Wi-Fi? (PC/Mac)

For Mac: click the Wi-Fi icon in the menu bar > choose Turn Wi-Fi on > select a nearby Wi-Fi network from the list. If you don't see the Wi-Fi icon in the menu bar, from the Apple menu > choose System Preferences > click network in the System Preferences window > select Wi-Fi in the list of available network connections > press Turn Wi-Fi on the button.

For Windows 10, Right-click on the Windows logo on the bottom left > Select Network Connections > Select Wi-Fi > Switch to On > choose a network from the list of available > press Connect.

*This process may differ from previous versions of Windows.

How do I enable Location Services on Mac?

Click the Apple menu in the top left of the Desktop > select System Preferences > select Security & Privacy from the list of options > select the Privacy tab > click the padlock icon > enter your password and press Unlock > check Enable Location Services.

The website can't detect that I already installed the plugin. How can I confirm if I have successfully installed the geolocation plugin?

If you believe you have correctly installed the geolocation browser plugin and would like to confirm:

PC: Open Control Panel (press Windows key + R to bring up the Run Window) > Programs > Programs and Features. The Player Location Check plugin should be listed there.

Mac: Open System Preferences > look for the Player Location Check icon in the bottom row of the System Preferences window (below Date & Time, Time Machine, etc.). If it is installed, it will appear here. If the website still cannot detect the plugin, consider uninstalling and reinstalling the Player Location Check plugin.

*(if you would like to uninstall the plugin, refer to: “How do I uninstall the geolocation plugin?”)*

How do I uninstall the geolocation plugin?

If you would like to uninstall the Player Location Check plugin:

PC: Open Control Panel > Programs > Uninstall > and select/remove the program from the list.

Mac: Open System Preferences > look for Player Location Check icon in the bottom row of System Preferences window (below Date & Time, Time Machine, etc.) > Right-click on the Player Location Check icon and Remove "Player Location Check" Preference Pane.

*(If you would like to install the plugin or confirm that you have installed the plugin, refer to: “The website can't detect that I already installed the plugin. How can I confirm if I have successfully installed the geolocation plugin?”)

I am being incorrectly located outside of the allowed state (PC/Mac).

If you believe that you are within the allowed state borders but you are restricted from playing for real money on a desktop or laptop computer, there may be an issue locating you via Wi-Fi. In this case, please, make sure that your computer’s Wi-Fi signal/capability is turned on. If your computer is not equipped with a Wi-Fi adapter we recommend switching to a mobile device for better geolocation results. You could also purchase a USB WI-Fi adapter (PC/ Windows).

How do I shut down running processes on my device?

For PC: press Right-click the Start Menu to access the Task Manager. From the Task Manager, you can force individual programs to quit.

For Mac, they must open the Activity Monitor in the Utilities folder of their Applications. From the Activity Monitor, you can force individual programs to quit.

If the problem persists, you may be required to delete the programs to remove completely from the computer altogether:

On a PC, open Control Panel > Programs > Uninstall > and select/remove the program from the list.

On a Mac, locate the program in the Applications folder and drag it to the trash.

Why is my account/device blacklisted?

You may be on a list of blocked accounts due to suspicious activity associated with your account, or device. Your account could also be restricted for reasons related to responsible gaming. Please contact the website's support team for further details.

Do I need to be connected to the internet via Wi-Fi to be located? Can I be connected to the internet via a cable?

You do not need to be connected to the internet via Wi-Fi; you just need to have a Wi-Fi enabled on your device (and be able to see multiple available Wi-Fi networks). You can still be connected to the internet via an Ethernet cable and have Wi-Fi on at the same time.

Can I play on my computer or mobile device using a 3G/4G/5G mobile internet connection?

Yes, you can play on your computer or mobile device using a 3G/ 4G/5G mobile internet connection, such as 3G/ 4G/5G cell phone network, a 3G/ 4G USB dongle, a wireless mobile hotspot device, or tethering mobile internet from your cell phone.

Will I pass geolocation with an older version of the gaming software/app?

If you are experiencing an unexpected geolocation error, make sure you have the latest software/app installed. This could be available for download from the gaming site or app store. You may be reminded to update the version during your next login if you have not done it yet.

How do I restart the plugin if it's hanging or stuck waiting for geolocation without restarting my computer?

On a Mac, go to System Preferences > Player Location Check. Click the lock button in the bottom right and enter your password. Click restart.

On a PC, restart the PLC through the Task Manager. Control+Alt+Delete > Task Manager > and then find the Player Location Check within the list of running processes).

MOBILE DEVICE FAQS

Why does my device need to see Wi-Fi/GPS/GSM (Cellular) Networks?

Before accessing the casino games, you need to get geolocated within the permitted jurisdictions. Our location systems require Wi-Fi, GPS, or GSM (Cell tower) signals to locate you. The more network signals you have within the visibility range of your device, the more accurately your location will be determined.

On which mobile devices will I be able to access the regulated internet gaming sites?

Android and iOS devices including Android cell phones and tablets; iPhones, and all iPads are supported.

I am being incorrectly located outside of my state (mobile).

If you believe that you are within allowed state borders and you are being restricted from real money gaming on a mobile phone or tablet, make sure that your device’s Location Services are turned on. You will need to enable Wi-Fi, GPS, and/or cellular data on the device as long as it will contribute in locating you successfully.

I’m located in the state but within the exclusion zone (Mobile).

Please move with your mobile device from the exclusion zone if possible, and turning on Location services and either WiFi or Cellular/GPS data should be enabled on the mobile device for the best results. For iOS, please turn on Precise Location.

I’m located in the state but close to the area where gaming is prohibited (exclusion zone)(Mobile).

To geolocate properly, we recommend making sure there are multiple Wi-Fi access points around. Also, try moving deeper into the state or try geolocating with location services enabled. In case you are more than ~60m away from the border/ exclusion area, try geolocating using GPS, preferably an Android device since it's easier to catch a GPS signal. For iOS, please turn on Precise Location.

Cellular (LTE /4G/3G) or Wi-Fi network connection?

Verify that you have a stable cellular (LTE /4G/3G) or Wi-Fi network connection. This allows the Assisted GPS (A-GPS) on the device to locate visible GPS satellites faster, in addition to providing initial location information using the Wi-Fi or cellular networks. To ensure uninterrupted gameplay and good user experience, please ensure your Wi-Fi network connection or ISP connection is stable with adequate speeds.

How can I turn on Location Services/GPS on my mobile device?

You need to have Location Services on to enable GPS. To turn on Location services please do the following:

iOS device, go to Settings > Privacy > Location Services.

Android device, go to Settings > Location > Use Location > ON

If I'm in a permissible jurisdiction bordering an Android phone and haven't been accurately located within the state, is there anything else I can do to correct the error?

If you're trying to play on an Android device and not being accurately located, you may need to clear your cache from your mobile to be accurately located.

To do this, Settings > Apps & Notifications > Name of the App > Storage & Cache > Clear Cache.

*Additional approach for a good user experience: Ensure that Location Services, Wi-Fi (even when connected to Cellular data) and Cellular (provided that it is available on your device) settings are enabled while playing. Try to make sure that there are many Wi-Fi access points around and they are detecyed by your device. The more Wi-Fi access points are around the player, the better the location data is.

How do I turn on my device's Wi-Fi? (Android/iOS)

iOS device, go to the Settings app > Wi-Fi > make sure Wi-Fi is turned on

Android device, go to Settings > Wireless & Networks/ Connections

How do I get better cellular reception on my mobile device?

Cellular data reception depends on your physical location. If you are in a basement/underground parking lot, this may affect your geolocation check result. So try moving to an open area, so that you are closer to cell tower range. Some areas in a buildings may also have 'dead zones' with weak or no cellular reception at all. In this case try adjusting your location to obtain better signal reception. Players in rural areas with little/poor cell tower reception may need to change their location more drastically to receive a better signal.

*Important aspect: Low battery can impact the cell tower reception and Location Services as well as enabling Power Saving Mode. It influences the accuracy of location data and restricts the application running in the background (this applies to Android and iOS devices).

How do I disable location mocking settings on my Android device?

Go to Settings > System > Advanced > Developer Mode > Turn Off Debugging > Mock Location App > select Nothing.

How do I disable the ADB connection on my Android device?

Android Debug Bridge Connection (ADB) is a development tool that gives the ability to remote into the device and alter location data. Thus use of an ADB connection on your Android is not allowed. For the user to successfully pass geolocation checks, ADB functionality should be disabled by navigating to the following toggle switch:

Settings > Advanced > Developer options > Enable USB Debugging > OFF

If I'm using a public Wi-Fi hotspot to access the internet, can I still be accurately geolocated?

Yes, you can. However, please be aware that from time to time, when using an internet connection provided by some larger businesses, it may be associated with a location outside of the allowed state. To resolve this issue, you may need to try accessing the internet from another location/connection source.

What is the GeoComply Player Location Check?

What if I can’t start the Player Location Check.exe file?

What is the difference between a public and private Wi-Fi connection? And how could it affect my ability to be located?

How do I reboot a Wi-Fi router?

How do I check that my computer has a Wi-Fi card?

*This process may differ from previous versions of Windows.

How can I get better Wi-Fi accuracy on my computer?

You may be experiencing issues with Wi-Fi accuracy because your device fails to detect enough Wi-Fi access points. Therefire, it may be difficult to locate you. This may occur in rural areas or even in very tall buildings. Try moving to an area with more APs nearby or using a Wi-Fi extender to detect more APs that may be a greater distance away.

*(For more information on Wi-Fi access points, please refer to: “What are Wi-Fi access points, and how can my device find more?”)*.

What are Wi-Fi access points, and how can my device find more?

Wi-Fi access points are devices that allow one to connect to network/internet sources through their Wi-Fi-enabled device. The more available access points you have nearby, the more accurately we can locate you. Your device does not necessarily need to be connected to any of these networks but it simply must be able to 'see' them. If your device cannot detect enough Wi-Fi APs, it will be difficult to locate you. This may occur in rural areas or even in very tall buildings. Try moving to an area with more APs nearby or using a Wi-Fi extender to detect more APs that may be a greater distance away.

How do I turn on my device’s Wi-Fi? (PC/Mac)

For Mac: click the Wi-Fi icon in the menu bar > choose Turn Wi-Fi on > select a nearby Wi-Fi network from the list. If you don't see the Wi-Fi icon in the menu bar, from the Apple menu > choose System Preferences > click network in the System Preferences window > select Wi-Fi in the list of available network connections > press Turn Wi-Fi on the button.

For Windows 10, Right-click on the Windows logo on the bottom left > Select Network Connections > Select Wi-Fi > Switch to On > choose a network from the list of available > press Connect.

*This process may differ from previous versions of Windows.

How do I enable Location Services on Mac?

The website can't detect that I already installed the plugin. How can I confirm if I have successfully installed the geolocation plugin?

If you believe you have correctly installed the geolocation browser plugin and would like to confirm it, please do the following:

PC: Open Control Panel (press Windows key + R to bring up the Run Window) > Programs > Programs and Features. The Player Location Check plugin should be listed there.
Mac: Open System Preferences > look for the Player Location Check icon in the bottom row of the System Preferences window (below Date & Time, Time Machine, etc.). If it is installed, it will appear here. If the website still cannot detect the plugin, consider uninstalling and reinstalling the Player Location Check plugin.

*(if you would like to uninstall the plugin, refer to: “How do I uninstall the geolocation plugin?”)*

How do I uninstall the geolocation plugin?

If you would like to uninstall the Player Location Check plugin:

PC: Open Control Panel > Programs > Uninstall > and select/remove the program from the list.

Mac: Open System Preferences > look for Player Location Check icon in the bottom row of System Preferences window (below Date & Time, Time Machine, etc.) > Right-click on the Player Location Check icon and Remove "Player Location Check" Preference Pane.

I am being incorrectly located outside of the allowed state (PC/Mac).

If you believe that you are within the allowed state borders and are being restricted from playing for real money on a desktop or laptop computer, there may be an issue locationg you via Wi-Fi. Please make sure that your computer’s Wi-Fi signal/capability is turned on. If your computer is not equipped with Wi-Fi adaptor we recommend switching to a mobile device for the best geolocation results. You could also purchase a USB WI-Fi adapter (PC/ Windows).

How do I shut down running processes on my device?

For PC: press Right-click the Start Menu to access the Task Manager. From the Task Manager, you can force individual programs to quit.

For Mac, they must open the Activity Monitor in the Utilities folder of their Applications. From the Activity Monitor, you can force individual programs to quit.

If the problem persists, you may be required to delete the programs to remove completely from the computer altogether:

On a PC, open Control Panel > Programs > Uninstall > and select/remove the program from the list.

On a Mac, locate the program in the Applications folder and drag it to the trash.

Why is my account/device blacklisted?

Do I need to be connected to the internet via Wi-Fi to be located? Can I be connected to the internet via a cable?

You do not need to be connected to the internet via Wi-Fi; you just have to have Wi-Fi enabled on your device (and be able to see multiple available Wi-Fi networks). You can still be connected to the internet via an Ethernet cable and have Wi-Fi on at the same time.

Can I play on my computer or mobile device using a 3G/4G/5G mobile internet connection?

Will I pass geolocation with an older version of the gaming software/app?

If you are experiencing an unexpected geolocation error, make sure you have the latest software/app installed. This could be available for download from the gaming site or app store. You may be reminded to update during your next login if you have not done so yet.

How do I restart the plugin if it's hanging or stuck waiting for geolocation without restarting my computer?

On a Mac, go to System Preferences > Player Location Check. Click the lock button in the bottom right and enter your password. Click restart.

On a PC, restart the PLC through the Task Manager. Control+Alt+Delete > Task Manager > and then find the Player Location Check within the list of running processes).

MOBILE DEVICE FAQS

Why does my device need to see Wi-Fi/GPS/GSM (Cellular) Networks?

In order to play, we need to locate you within permitted jurisdictions. Our location systems require Wi-Fi, GPS, or GSM (Cell tower) signals to locate you. The more network signals you have within the visibility ange of your device, the more accurately we can locate you.

On which mobile devices will I be able to access the regulated internet gaming sites?

Android and iOS devices including Android cell phones and tablets; iPhones, and all iPads are supported.

I am being incorrectly located outside of my state (mobile).

If you believe that you are within permissible state borders and you are being restricted from real money gaming on a mobile phone or tablet, make sure that your device’s Location Services are turned on. Please enable Wi-Fi, GPS, and/or cellular data on the device can also contribute to locating you successfully.

Cellular (LTE /4G/3G) or Wi-Fi network connection?

Verify that you have a stable cellular (LTE /4G/3G) or Wi-Fi network connection. This allows the Assisted GPS (A-GPS) on the device to locate visible GPS satellites faster, in addition to providing initial location information by means of using the Wi-Fi or cellular networks. To ensure uninterrupted gameplay and for a good user experience, please ensure your Wi-Fi network connection or ISP connection is stable and fast enough.

How can I turn on Location Services/GPS on my mobile device?

You need to have Location Services on to enable GPS. To turn on Location services:

iOS device, go to Settings > Privacy > Location Services.

Android device, go to Settings > Location > Use Location > ON

If I'm in a permissible jurisdiction bordering an Android phone and haven't been accurately located within the state, is there anything else I can do to correct the error?

If you're trying to play on an Android device and you fail bo be located accurately, you may need to clear cache on your mobile to solve this issue.

To do this, Settings > Apps & Notifications > Name of the App > Storage & Cache > Clear Cache.

*Additional approach for a good user experience would be to ensure that Location Services, Wi-Fi (even when connected to Cellular data) and Cellular (provided that it is available on your device) settings are enabled while playing. Try to make sure that there are many Wi-Fi access points around and they are detecyed by your device. The more Wi-Fi access points are around the player, the better the location data is.

How do I turn on my device's Wi-Fi? (Android/iOS)

iOS device, go to the Settings app > Wi-Fi > make sure Wi-Fi is turned on

Android device, go to Settings > Wireless & Networks/ Connections

How do I get better cellular reception on my mobile device?

How do I disable location mocking settings on my Android device?

Go to Settings > System > Advanced > Developer Mode > Turn Off Debugging > Mock Location App > select Nothing.

How do I disable the ADB connection on my Android device?

Settings > Advanced > Developer options > Enable USB Debugging > OFF

How Do I Disable a Proxy Connection?

For iPhone: Settings > Wi-Fi > select connected Wi-Fi network > HTTP PROXY > select Off.

For Android: Settings > Network & Internet > tap and hold connected Wi-Fi > select Show advanced options > go to Proxy > select None > Save changes.

I have a rooted/jailbroken mobile device. Can I still play?

No. To play for real money, you must use a device with its original manufacturer settings.

How can I disable VPN?

There is a range of VPN programs, and to turn off yours, open the application and click on Disconnect.

Android

IOS

How to stop apps from running?

On Android: Open the Settings screen > choose Application & Notifications > Select Application > tap the Force Stop button to the end app running.

On iOS: From the Home screen > swipe up and pause > swipe right or left to find the app you want to close > swipe up on the app's preview to close the app.

Disable DNS settings on Android.

Go into Settings > Networks & Internet > Advanced > Press and hold Private DNS > Change the IP settings to DHCP from Static > Save.