Geolocation

Article Title
Geolocation

Category
Technical Issues / Site Technical Issues

General Information
Geolocation is used to determine whether a player is physically located within the required state or provincial boundaries. Players must be within these boundaries to deposit, purchase tickets, or play online. Geolocation does not impact the ability to log in, withdraw funds, or perform other non-gaming actions.

Purpose / Objective
To guide agents in explaining how geolocation works and why players must meet location requirements to perform certain actions.

Scenario / Use Case
A player is unable to deposit or play and needs to understand why their location is being verified or restricted.

Step-by-Step Instructions

1. Explain that geolocation is required for certain actions:

   • Deposits
   • Real money bets (e.g., instant games, virtual sports, etc.)

2. Inform the player that they must be physically located within the appropriate state or province to complete these actions.

3. Explain how geolocation works:

   • Uses IP address and browser data
   • Requires player consent to share location

4. Advise that the system verifies location before allowing restricted actions.

5. Confirm the player is using a supported device:

   • Smartphone (Android/iOS)
   • PC/Mac
   • Tablet (Android/iOS)

Additional Information / Tips

• Geolocation verification does not affect:
  • Logging in
  • Withdrawals
• Location data may be determined using:
  • IP address
  • GPS
  • Mobile network (cell towers)
  • Wi-Fi access points

Variations / Related Questions Phrased Differently

• “Why can’t I deposit money?”
• “Why does it say I’m not in the right location?”
• “Why do I need to share my location?”
• “Can I play while traveling?”
• “Why is my location being checked?”

Common Issues / Troubleshooting

• Issue: Player unable to deposit or play

  • Confirm they are physically within the required state/province

• Issue: Player unsure why location is required

  • Explain geolocation is required for legal and regulatory compliance

• Issue: Location access not enabled

  • Advise that location sharing must be allowed in browser/device settings

• Issue: Player attempting restricted actions outside allowed area

  • Inform them they must be within the correct location to proceed