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Home > Account & Verification > Location Verification > I am getting an error message saying I am not in Ontario even though I am in Ontario. What should I do?

I am getting an error message saying I am not in Ontario even though I am in Ontario. What should I do?

Step 1: Enable Location Services

First, check what browser are you using and enable location services.

For iOS (iPhone/iPad):

  1. Open the Settings app on your device.
  2. Scroll down and select “Privacy.”
  3. Tap “Location Services.”
  4. Toggle the switch to turn on Location Services.
  5. Find your preferred browser app and ensure it’s set to “While Using the App” or “Always.”

For Android:

  1. Open the Settings app on your device.
  2. Scroll down and select “Location.”
  3. Toggle the switch to turn on Location.
  4. Find your preferred browser app and ensure it’s set to “Allow all the time” or “Allow only while using the app.”

For Google Chrome:

  1. Open Google Chrome.
  2. Click the three vertical dots in the top-right corner to open the menu.
  3. Select “Settings.”
  4. Under “Privacy and security,” click “Site settings.”
  5. Scroll down to “Location” under Permissions.
  6. Ensure “Ask before accessing (recommended)” is selected.
  7. Check if our website is listed under “Block.” If so, click the trash icon to remove it.

For Microsoft Edge:

  1. Open Microsoft Edge.
  2. Click the three horizontal dots in the top-right corner to open the menu.
  3. Select “Settings.”
  4. Under “Cookies and Sites Permissions,” ensure “Ask before accessing” is enabled under “Location.”
  5. If our website is listed under “Block,” click the trash icon to remove it.

For Mozilla Firefox:

  1. Open Mozilla Firefox.
  2. Click the three horizontal lines in the top-right corner to open the menu.
  3. Select “Settings.”
  4. Click “Privacy & Security” in the left sidebar.
  5. Scroll down to “Permissions” and click “Settings” next to “Location.”
  6. Check if our website is listed under “Block” and remove it if necessary.
  7. Ensure “Block new requests asking to access your location” is deactivated.

After enabling location services, have the player reload the page and try again. If the issue persists, proceed to Step 2.

Step 2: Clear Cache and Cookies

For Safari (iPhone):

  1. Open the Settings app on your iPhone.
  2. Scroll down and select Safari.
  3. Tap “Clear History and Website Data.”
  4. Confirm that you want to clear your history and data.

For Safari (Mac):

  1. Open Safari.
  2. Click “Safari” in the menu bar at the top of the screen.
  3. Click “Settings/Preferences” (depending on your macOS version).
  4. Click the “Advanced” tab.
  5. Check the box beside “Show Develop Menu in Menu Bar.”
  6. Click the new “Develop” tab in the menu at the top of the screen.
  7. Click “Empty Caches.”
  8. Close and reopen the browser.

For Google Chrome:

  1. Click the three dots menu (⋮) > More Tools > Clear browsing data.
  2. Choose “All time” as the time range.
  3. Check the boxes for “Cache” and “Cookies.”
  4. Click “Clear data.”
  5. Close and reopen the browser.

For Microsoft Edge:

  1. Click the three dots in the top-right corner.
  2. Go to Settings > Privacy > Clear browsing data.
  3. Select the time range (e.g., “All time”).
  4. Check the boxes for “Cache” and “Cookies.”
  5. Click “Clear.”
  6. Close and reopen the browser.

For Mozilla Firefox:

  1. Press Ctrl + Shift + Delete simultaneously.
  2. Check the boxes for Cache and Cookies.
  3. Click “Clear data.”
  4. Close and reopen the browser.

If the issue persists, proceed to Step 3.

Step 3: Check for RDP, VPN, and Zoom

Common Errors:

RDP: Remote Desktop Programs can interfere with location verification. Steps to disable any RDPs.

  •   For PC: Press Ctrl+Alt+Delete to access the Task Manager and force quit individual programs.

  • For Mac: Open the Activity Monitor in the Utilities folder and force quit individual programs.

VPN: 

Casino Time does not allow the use of VPNs. Ensure any VPNs are disabled.

To disable a VPN in Chrome, follow these steps:

1.      Open Chrome: Launch your Chrome browser.

2.      Access Extensions: Click on the puzzle piece icon next to the address bar.

3.      Manage Extensions: Select “Manage Extensions” from the dropdown menu.

4.      Disable the VPN: Locate your VPN extension and toggle the switch to disable it.

If you need to disable the VPN through your system settings, here’s how:

On Windows:

1.      Open Settings.

2.      Select “Network & Internet”.

3.      Click on “VPN”.

4.      Choose your VPN and select "Disconnect".

On macOS:

1.      Open System Preferences.

2.      Select “Network”.

3.      Choose your VPN connection.

4.      Click "Disconnect".

Zoom: 

Running Zoom can cause issues with location verification. Close Zoom if it’s running.

If the issue persists, proceed to Step 4.

Step 4: Try a Different Browser or Device

If you are still unable to log in, try a different browser or device.

If none of these steps resolve the issue, please reach out to customer support via live chat or email us at customersupport@casinotime.ca

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