Hollywood Casino is required to verify your physical location during use. On desktop, this means providing us with location services, through our third-party location service - GeoComply.
Note: We also require users to enable location permissions through your browser or mobile device settings
iOS & Android
iOS:
- Go to Settings > Privacy > Location Services.
- Make sure that Location Services is on.
- Scroll down to find the Hollywood Casino app.
- Tap the app and select an option:
- Never
- Ask Next Time
- While Using the App
- Always
Android:
- Enter your Settings menu, from your home screen.
- Tap on Location services or Location access.
- Next, toggle location service for the Hollywood Casino app to Allow all the time.
Desktop - GeoComply
Upon signing up via the web platform or logging onto it for the first time, you will be required to verify your physical location using our third-party location service - GeoComply. As a first time user, you will be prompted to install the GeoComply plug-in onto your browser. You can do so through the following links.
Windows: https://ums.geocomply.com/installer/url/?version=3.1.1.3&os=win&id=39hMXJDJOu
Mac OS: https://ums.geocomply.com/installer/url/?version=3.1.1.3&os=mac&id=39hMXJDJOu
If you are a returning user, you will simply need to Allow GeoComply to run their geolocation checks via a pop up from your browser.
Common Errors
Some of the common errors faced by Web users may include:
RDP
- An RDP is any software that allows a person’s computer to be remotely controlled by a separate device that could potentially be located somewhere that Hollywood Casino is not available. You will not be able to successfully verify your location with an RDP running parallel.
VPN
- Hollywood Casino does not allow the use of a proxy/virtual private network (VPN) when attempting to place a wager. You will need to ensure that you quit/close any such programs
Zoom
- Running Zoom in parallel to GeoComply Location verification has been known to cause issues for some users as well.
Troubleshooting
Disabling a remote desktop program (RDP):
To use Hollywood Casino web platform, you will be required to disable any RDPs. Provide the following troubleshooting steps in the case a patron is unsure how to do so.
- For PC, please press Ctrl+Alt+Delete to access the Task Manager. From the Task Manager you patron can force individual programs to quit
- 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.
If the problem persists, please be advised 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, you can locate the program in the Applications folder and simply drag it to the trash.
Disabling a Proxy for Virtual Private Network (VPN):
If you are unable to verify your location because of a running VPN, here are some troubleshooting steps to help you out.
- For Chrome: Menu > Settings > and select “disable extension” in the “Proxy” section.
- 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
In the case of a downloadable VPN, you may be required to shut down all running processes of such application
- For PC, press Ctrl+Alt+Delete to access the Task Manager. From theTask Manager, you can force individual programs to quit.
- 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.
- For proxy services that are enabled from a specific website, you must terminate your session/service on that website in order to proceed
In order for location services to work please ensure your browser has location permissions enabled for Hollywood Casino. If you are experiencing issues with Zoom and GeoComply running at the same time, we advise you to quit/close Zoom and reload Hollywood Casino web page.