GeoComply Help and FAQs

GENERAL LOCATION FAQs

Can I play for real money outside of jurisdiction borders?

No. You must be physically located in jurisdiction borders to play for real money. You may still access your account while outside of jurisdiction borders but you will be unable to play real money games.

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 in jurisdiction borders to register for a player account, access your account, or to deposit or withdraw funds. However, you will not be able to play real money games unless you're in allowed state.

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

No. You must be physically located in allowed state to play for real money on CasinoABC.

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

Yes, but only while you are physically located in allowed state. Once you leave jurisdiction borders, you will be unable to play real money games.

Can I access my account outside of jurisdiction borders?

Yes, you may access your account from outside of jurisdiction borders but playing real money games outside of jurisdiction borders is not allowed.

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

Yes. However, please be aware that you will only be able to play for real money until you are physically located in jurisdiction borders.

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

If you believe that you are within state borders and you are being restricted from playing for real money on a desktop or laptop computer, there may be an issue with locating you via Wi-Fi. Check to make sure that you have your computer’s Wi-Fi signal/capability turned on. If your computer is not equipped with Wi-Fi, it likely you will not be able to access real money games.

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

If you leave jurisdiction borders during your session, you will no longer be eligible to continue playing and your session will be terminated. We will once again need to confirm you're physically located in allowed state in order for your session to resume.

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

In most cases, yes, however if you less than a 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 neighboring state and you will need to correct your IP address.

If I have remote desktop software, such as LogMeIn or GoToMyPC, 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 access real money gaming. You will need to quit these programs and ensure they are no longer running on your device.

How Do I disable a Remote Desktop Program (RDP)?

The behavior of these programs vary, however you will first need to 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

■         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 remove the programs completely. To remove programs from the computer completely:

■          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 to the trash.

If I have proxy or VPN software, such as Witopia, OpenVPN, or HMA, 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 quit these programs and ensure they are no longer running on your device.

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

In most cases you will need to adjust your browser settings:

■          For Internet Explorer​: Tools > Internet Options > Connections > LAN Settings > Uncheck the box for Proxy Server. Help video

■          For Chrome​: Menu > Settings > and select “disable extension” in the “Proxy” section. Help video

■          For Firefox​: Select tools > Options > Advanced Network (tab) > Settings. In the Connection Settings window, ensure that the ‘No Proxy’ option is selected. Then click on the OK button to apply the changes. Help video

*(These processes may differ between the different browser versions) The behavior of these processes may vary. In the case of a downloadable VPN, you will be required to 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.

■          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.

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

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

We have detected unusual activity from your IP address, and our proxy check can be sensitive to possible viruses infecting a user's computer. If you're certain you're not using a proxy but still failing this check, the issue could be related to viruses or malware on your device or any other device that shares your internet connection. We recommend checking your computer for possible viruses and/or malware (remove any that are present), and ensure you have an updated anti-virus program installed and running. Once you have removed the malware, it can take up to a few days for the update to take effect in our systems. For a list of Google's recommended anti-virus software, please visit

https://www.google.com/safetycenter/everyone/cybercrime/devices/

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, their internet connection source may be associated with a location outside of allowed state. To resolve this issue, you may need to try accessing the internet from another location/connection source.

When I upgraded to Adobe 9, the EXE link for downloading the geolocation plugin is replaced by an Adobe link in error. What should I do?

What has happened is your EXE files have become associated with an Adobe format (this is a known Adobe 9 bug). In order to revert them back to their original format you must follow these steps:

  1. Download the EXE reg file (link below).
  2. Save the .reg file to your desktop.
  3. Right click on the downloaded .reg file, and click on Merge.
  4. If prompted, click on Run, Yes (UAC), Yes, and OK.
  5. 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, then 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.

EXE Reg File Download

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

A public WiFi network (e.g. coffee shop, hotel, etc. where a network is shared with many other people), especially those run by larger businesses, may be associated with a location outside of 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 re-boot a Wi-Fi router?

The simplest and most effective way to re-boot 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 7 or Vista​, go the Start Menu > Control Panel > in the top right of the Control Panel open the View dropdown menu > select Category > Network and Internet > Network and Sharing Center. If your device has a WiFi adaptor you will get an option to select "Change adapter settings" from the left column. if your device does not have a Wi-Fi adaptor, this will likely not be present.

Help video

■          For Windows 8​, from the Apps screen, swipe/scroll to the right and find the Windows System category > Control Panel > in the top right of the Control

Panel open the View dropdown menu > select Category > Network and

Internet > Network and Sharing Center. If your device does not have a Wi-Fi adaptor, this will likely not be present. If it does have a Wi-Fi adaptor, you will get an option to select “Change adapter settings” from the left column.

If your device does not have a Wi-Fi adaptor, this will likely not be present. Help video

■          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 Wi-Fi adapter, ‘Wi-Fi’ will likely not be present. Help video

■          For Windows XP,​ go the Start Menu > Control Panel > in the top right of the Control Panel open the View dropdown menu > select Category > Network and Internet > Network Connections > Wireless Network Connection. If your device does not have a Wi-Fi adaptor, this will likely not be present. Help video

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 in order 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 own 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 in order to detect more APs that may be a greater distance away.

How do I turn on my devices 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 button.

Help video

■          For Windows 7 or Vista​, go the Start Menu > Control Panel > in the top right of the Control Panel open the View dropdown menu > select Category > Network and Internet > Network and Sharing Center. If your device has a Wi-Fi adapter you will get an option to select ""Change adapter settings"" from the left column. If your device does not have a Wi-Fi adaptor, this will likely not be present. If it does have a Wi-Fi adaptor, it will appear here, right click on your Wi-Fi adapter (will be called something like Wi-Fi or Wireless Network Connection) and select enable. Help video

■          For Windows 8​, from the Apps screen, swipe/scroll to the right and find the Windows System category > Control Panel > in the top right of the Control

Panel open the View dropdown menu > select Category > Network and Internet > Network and Sharing Center. If your device does not have a Wi-Fi adapter, this will likely not be present. If it does have a Wi-Fi adapter, it will appear here, select “Change adapter settings” from the left column > right click on your Wi-Fi adapter (will be called something like Wi-Fi or Wireless Network Connection) and select enable.

Help video

■          For Windows 10​, Right-click on the Windows Logo on the bottom left > Select ‘Network Connections’ Right-click on ‘Wi-Fi’ > select

‘Connect/Disconnect’ > Select ‘Wi-Fi’ > Switch to ‘On’ > choose network from the list of available > press ‘Connect’.

Help video

■          For Windows XP​, go the Start Menu > Control Panel > in the top right of the Control Panel open the View drop-down menu > select Category > Network and Internet > Network Connections > Wireless Network Connection. If your device does not have a Wi-Fi adaptor, this will likely not be present. If it does have a Wi-Fi adaptor, it will appear here, and all you need to do is select “enable”."

How do I enable Location Services on MAC Mojave? (Mac)  ● Click the Apple menu in the top right 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 > Programs > Programs and Features. The Player Location Check plugin should be listed there.

■          Mac​: Open system preferences > look for Player Location Check icon in bottom row of 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.

Help video

■          Mac​: Open system preferences > look for Player Location Check icon in 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 allowed state (PC/Mac).

If you believe that you are within the allowed state borders and you are being restricted from playing for real money on a desktop or laptop computer, there may be an issue with locating you via Wi-Fi. Check to make sure that you have your computer’s Wi-Fi signal/capability turned on. If your computer is not equipped with Wi-Fi, it likely you will not be able to access real money games.

How do I shut down running processes on my device?

■          For PC​, press Ctrl+Alt+Delete 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 remove the programs completely to remove programs from the computer completely:

■          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 to the trash.

Why is my account/number blacklisted?

You may be on a list of blocked accounts/devices or phone numbers due to suspicious activity associated with your account, device or phone number. 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 have to have Wi-Fi enabled on your device (and able to see 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 mobile internet connection?

Yes, you can play on your computer or mobile device using a 3G/4G mobile internet connection, such as 3G/4G 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 gaming software/app?

If you are experiencing an unexpected geolocation error, check to ensure 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 already done so.

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

■          On a Mac​ go to the Apple menu > 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, 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 Networks?

In order to play, we need to locate you within permitted jurisdictions. Our location systems require Wi-Fi, GPS, or GSM signals to locate you. The more network signals you have within range 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 are supported. This includes Android cell phones and tablets, and iPhones, iPads, and iPad minis.

If I'm accessing an Internet gaming site from a mobile phone, will there be any issues with being accurately located from my mobile phone?

Locating you from a mobile phone should not be more difficult than on a computer, so long as you have Location Services/GPS/Wi-Fi enabled on your phone.

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

If you believe that you are within 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. Enabling Wi-Fi, GPS and/or cellular data on the device can also assist us to successfully locate you.

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.

Help video

■         Android device​, go to Settings > Location Services.

Help video

OPERA: Allowing Location Data Sharing

FIREFOX: Allowing Location Data Sharing

CHROME: Allowing Location Data Sharing

If I'm in jurisdiction borders on 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, then you may need to clear your cache from your mobile in order to be accurately located. To do this, go to Settings > Name of app used to access gaming service

(gaming app or browser app) > and select Clear Cache. Another easy way to clear the cache across all apps on your phone is to download an app from the 'Play Store' store for this such as App Cache Cleaner.

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

■          iOS devic​e, go to the Settings app > Wi-Fi > make sure Wi-Fi is turned on Help Video

■          Android device​, go to Settings > Wireless & Networks

Help video

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

Cellular reception is greatly affected by your physical location. If you are in a basement/underground parking lot this may impede your ability to be located - try moving to an open area so you are in closer range of a cell tower. Some areas in a building or house may have 'dead zones' with little to no cellular reception - try to adjust your location in order to obtain better reception. Players in rural areas with little/poor cell tower reception may need to change their location more drastically to obtain a stronger signal.

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

  1. Tap the menu button, then Settings.
  2. From the 'Settings' screen, go to 'Applications' by tapping on 'Applications'.
  3. From the 'Application settings' screen, go to 'Development' by tapping on 'Development'.
  4. On the 'Development' screen tap the check box next to 'Allow mock locations.

Help Video

How do I disable 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 utilizing of 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:

■          Android Settings > Developer options > Enable USB Debugging > OFF

How Do I disable a Proxy Connection?

■          For iPhone:​ Settings > WiFi > select connected WiFi network > HTTTP PROXY > select 'Off' https://youtu.be/SqV672bdBoM

■          For Android:​ Settings > WLAN > tap and hold connected Wi-Fi network > select 'Show advanced options' > go to ‘Proxy’ > select ‘None’ > save changes.

https://youtu.be/dAp5aAsS91o

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

No. In order 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:​ https://youtu.be/Ve-eCV5Up6E

■          iOS:​ https://youtu.be/WFdJbwXoPzY

How to stop apps running?

■          On Android:​ Open the Settings screen > choose Application Manager >

Select Application > tap the Force Stop button to the end app running Help Video

■          On iOS:​ Double-click on Home button > slide to the application and swipe it up to close

Help Video

Disable DNS settings on Android      

●      Go into Settings and under Wireless & Networks , tap on Wi-Fi.

●      Tap and hold on your current connected Wi-Fi connection, until a pop-up window appears and select Modify Network Config.

●      Tap on Show advanced options.

●      Change the IP settings to DHCP from Static.

●      Tap on Save to save the changes.

Help Video

HELP VIDEOS

■          General

■          PC/MAC

■         Mobile devices

■          Solus Solution

GENERAL

Disabling a Proxy in Firefox | https://youtu.be/v_OJWyR5-vE

Disabling a Proxy in Chrome | https://youtu.be/PPCehCK9LxM

Disabling a Proxy in Opera | https://youtu.be/yu6Q9TXqvmI

Disabling a Proxy in Internet Explorer | https://youtu.be/U9VhSrJobmU

PC/MAC

Windows XP

How To Stop TeamViewer From Running In The Background In Windows XP | https://youtu.be/xINbi42MZq​        I

How to Enable WiFi network adapter on Windows XP | http://www.youtube.com/watch?v=73Xcmmh2-2gHow To Stop LogMeIn Running In The Background On Windows XP | https://www.youtube.com/watch?v=FkeNTsu0A-4

How To Stop GoToMeeting Running In The Background On Windows XP | https://www.youtube.com/watch?v=Q_S9dmgbmk​    c

Windows 7 & 8

How to Confirm Installation of Plugin on Windows 7&8 | https://youtu.be/HO6Vu6ibgXM

How To Disable RealVNC On Windows 7 & 8 | https://www.youtube.com/watch?v=3PlA2IYUBkU

How To Disable LogMeIn On Windows 7 & 8 | https://www.youtube.com/watch?v=a68P_pjAsik

How To Disable TeamViewer On Windows 7&8 | http://www.youtube.com/watch?v=kGVUjrH5M54&feature=youtu.beHow To Disable GoToMeeting On Windows 7 & 8 | http://www.youtube.com/watch?v=zK9Fl1cYXEc

How To Disable Echo VNC Viewer On Windows 7 & 8 | https://www.youtube.com/watch?v=RKcEzXSactg

Enabling WiFi Networks In Windows 7 & 8 | https://youtu.be/b-u0zFXG0dM

How To Stop TeamViewer From Running In The Background On

Windows 7&8 | http://www.youtube.com/watch?v=02PbDNGvzzw

Locating Your Win 7&8 Device's WiFi Adapter | https://youtu.be/DXT9aYoNsuA

Windows 10

Windows 10: Enabling Wi Fi Adapter & Turning Wifi On | https://youtu.be/3H8GTsEjGT0

Windows 10 : Allowing Location Data Sharing | https://youtu.be/ofkbf7OdVjs

Disable VPN in Opera | https://youtu.be/oyvyglfYTrg

Mojave MAC

How do I enable Location Services on MAC Mojave? | https://youtu.be/l0iOQmx1qpo

MOBILE DEVICES

iOS

iOS:Enabling Location Services |https://youtu.be/mYa6gemS2Z​            M Enabling WiFi on iOS Device | https://youtu.be/9faAAlgTbY​           EDisabling Proxy on iPhone | https://youtu.be/SqV672bdBo​       M

How to stop apps running IOS | https://youtu.be/UMJ-SPa3HgE

Disable VPN | https://youtu.be/WFdJbwXoPzY

Android

Android: Enabling Location Services | https://youtu.be/aSB4vGTfPcA

Android: Enabling Wi Fi On | https://youtu.be/7u75oKSvq5c

Disabling Proxy on Android device | https://youtu.be/dAp5aAsS91o

Disable Mock location |​ ​https://youtu.be/koVP0T5Yay4

Disable VPN | https://youtu.be/Ve-eCV5Up6E

How to stop running application |​ ​https://youtu.be/-4qKodRU4UE

Disable DNS settings ​ ​|​  ​https://youtu.be/qQH4pZHR3l4

SOLUS SOLUTION

Windows Browser

Firefox: Allowing Location Data Sharing | https://youtu.be/dhDLdkIimGQ

Chrome: Allowing Location Data Sharing | https://youtu.be/8rIwb2Bm99o

Opera: Allowing Location Data Sharing | https://youtu.be/Fxg_kr58i7Q

IE: Allowing Location Data Sharing | https://youtu.be/m1sJho-oiNo

Microsoft Edge: Allowing Location Data Sharing | https://youtu.be/U9joxnLnJD8

Microsoft Edge: Enabling Location Services and Precision Location | https://youtu.be/uADP7nZyXRI

Mac Browser

Safari: Allowing Location Data Sharing | https://youtu.be/-TjLTaiejik

Chrome: Allowing Location Data Sharing | https://youtu.be/smn6hwXEFho

Firefox: Allowing Location Data Sharing | https://youtu.be/ntzcuTXhcxQ

Opera: Allowing Location Data Sharing | https://youtu.be/ozyMdDpGdzo

Android Browser

Android – Opera: Allowing Location Data Sharing | https://youtu.be/Uj9q4nLi2I8

Android – Firefox: Allowing Location Data Sharing | https://youtu.be/1u9XM2hQ9BU

Android – Chrome: Allowing Location Data Sharing | https://youtu.be/HBPZOzgogxk

Android

Disable 'Location Guard'  

Add-on in Firefox |​ ​https://youtu.be/lqKvsnAFKn4

Disable 'Change Geolocation'  

Add-on in Firefox |​  https://youtu.be/fvQcH_8eszI

Disable 'Fake Location'  

Add-on in Firefox |​  https://youtu.be/GyhpAWHQIZg

iOS

Allowing Location Data Sharing | https://youtu.be/mzCf6dr09gQ

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