Everything you need to know about the Ontario platform geolocation

Geolocation FAQ - Desktop/laptop (PC and MAC)

I'm being incorrectly located outside of my province.

If you are within province borders but restricted from playing for real money, there might be an issue with locating you via Wi-Fi. Check that you have your computer’s Wi-Fi signal or capability switched on. If your computer doesn't have Wi-Fi, you'll need to get a Wi-Fi adapter.

Devices without Wi-Fi can use a USB dongle to enable it. We recommend using it if you have only one device. The dongle connects to a USB port. This allows your computer to be Wi-Fi enabled. Once your device is Wi-Fi enabled, our software should locate you successfully.

To access real-money gaming in a web browser you'll need to install GeoComply Player Location Check (PLC v. 3.1.1.3) plugin on your computer. This is because Ontario regulation demands we check that you're physically located in the province of Ontario.

What happens if I leave Ontario in the middle of a gaming session?

You'll no longer be eligible to play real money games. For your session to resume, we'll need to re-confirm that you're physically located in Ontario.

I'm located within Ontario, but near the Ontario province borders. Will I be accurately located within the province of Ontario?

In most cases, yes. However, you might be blocked from playing if you're less than a kilometer from the border. In this case, you'll need to move further away from the border and try again. This can improve the ability to identify your location. Your IP address may also be incorrectly placing you in a neighboring province. In this case, you'll need to correct your IP address. Just contact your internet service provider (ISP) to do that.

Can I still be accurately geolocated if I have remote desktop software (such as LogMeIn or GoToMyPC) actively running on my computer?

If you have this kind of software running on your device, you won't be able to access real-money gaming. You'll need to close these programs and ensure they're no longer running on your device.

How do I disable a remote desktop program (RDP)?

The behavior of these programs varies. However, you'll first need to close all known remote desktop programs on your device.

  • For PC: Press 'Ctrl + Alt + Delete' to access the 'Task Manager'. From here, you can force individual programs to close.
  • For Mac: Open the 'Activity Monitor' in the 'Utilities' folder of 'Applications'. From here, you can force individual programs to close.

If the problem persists, you might need to delete the programs. To do that:

  • For PC: Open 'Control Panel' → 'Programs' → 'Uninstall'. Then, select and remove the program from the list.
  • For Mac: Find the program in the 'Applications' folder and drag it to the trash.
Can I still be accurately geolocated if I have proxy or VPN software (such as Witopia, OpenVPN, or HMA) actively running on my laptop or desktop?

If you have this kind of software running on your device, you won't be able to access real-money gaming. You'll need to close these programs and ensure they're no longer running on your device.

How do I disable a proxy or Virtual Private Network (VPN) connection?

In most cases, you'll need to adjust your browser settings. These processes can change between browser versions.

  • For Internet Explorer: 'Tools' → 'Internet Options' → 'Connections' → 'LAN Settings'. Then uncheck the box for 'Proxy Server'.
    • Check out a video about it here.
  • For Chrome: 'Menu' → 'Settings'. Then select “disable extension” in the 'Proxy' section.
    • Check out a video about it here.
  • For Firefox: Select 'Tools' → 'Options' → 'Advanced Network' (tab) → 'Settings'. Ensure you select the 'No Proxy' option in the 'Connection Settings' window. Then press the 'OK' button to apply the changes.
    • Check out a video about it here.

In the case of a downloadable VPN, you'll need to shut down all running application processes.

  • For PC: Press 'Ctrl + Alt + Delete' to access the 'Task Manager'. From here, you can force individual programs to close.
  • For Mac: Open the 'Activity Monitor' in the 'Utilities' folder of 'Applications'. From here, you can force individual programs to close.

For proxy services that are enabled from a specific website such as HMA, you need to finish your session or service to proceed.

I'm failing a proxy check but not using a proxy service. What might be happening?

We've detected unusual activity from your IP address. Our proxy check can be sensitive to possible viruses infecting a user's computer. If you're sure that you're not using a proxy but still failing this check, this could be related to viruses or malware on your device. It could also be related to 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've 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 here.

What is the difference between a public and a private Wi-Fi connection? Can this affect my ability to be located?

A public Wi-Fi network is one that many people share such as at a coffee shop or hotel. Such networks, especially those run by larger businesses, might be associated with a location outside of Ontario. This would prevent access to real-money gaming. Try accessing the internet from another location or connection source to resolve this issue. Give preference to a private, password-protected, unshared, 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 do this 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 time to fully reboot and connect before trying again.

How do I check if my computer has a Wi-Fi card?
  • For Windows 7 or Vista: Go to 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 adaptor, it will show here. From the left column, select 'Change adapter settings'. If your device doesn't have a Wi-Fi adaptor, this will likely not be present.
    • Check out a video about it here.
  • For Windows 8: From the 'Apps' screen, swipe or scroll to the right and find the 'Windows System' category. then select 'Control Panel'. In the top right of the 'Control Panel', open the 'View' dropdown menu. Choose 'Category' → 'Network and Internet' → 'Network and Sharing Center'. If your device has a Wi-Fi adaptor, it will show here. From the left column, select 'Change adapter settings'. If your device doesn't have a Wi-Fi adaptor, this will likely not be present.
    • Check out a video about it here.
  • For Windows 10: Right-click on the 'Windows' logo on the bottom left. Select ‘Network Connections’ → 'Wi-Fi' → 'Enable'. If your device doesn’t have a Wi-Fi adapter, this will likely not be present.
    • Check out a video about it here.
  • For Windows XP: Go to 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 doesn’t have a Wi-Fi adapter, this will likely not be present.
    • Check out a video about it here.
What are Wi-Fi access points (APs)? How how can my device find more of them?

These devices connect you to network or internet sources via Wi-Fi. The more available APs nearby, the more accurately we can locate you. Your device doesn't necessarily need to be connected to any of these networks. It simply must be able to 'see' them.

If your device can't 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. Otherwise, try 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?
  • For Mac: From the menu bar → Select 'Wi-Fi' → Turn Wi-Fi on. Then select a nearby Wi-Fi network from the list.
    If you don't see the Wi-Fi icon in the menu bar, go to the Apple menu, choose 'System Preferences' → 'Network' → select 'Wi-Fi' → Turn Wi-Fi on.
    • Check out a video about it here.
  • For Windows 7 or Vista: Go to 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 adaptor, it will show here. From the left column, select 'Change adapter settings'. Right-click on your Wi-Fi adapter (it will show as 'Wi-Fi' or 'Wireless Network Connection') and select 'Enable'. If your device doesn't have a Wi-Fi adaptor, this will likely not be present.
    • Check out a video about it here.
  • For Windows 8: From the 'Apps' screen, swipe or 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 → 'Category' → 'Network and Internet' → 'Network and Sharing Center'. If your device has a Wi-Fi adaptor, it will appear here. From the left column, select 'Change adapter settings'. Right-click on your Wi-Fi adapter (it will show like 'Wi-Fi' or 'Wireless Network Connection') and select 'Enable'. If your device doesn't have a Wi-Fi adaptor, this will likely not be present.
    • Check out a video about it here.
  • For Windows 10: Right-click on the 'Windows' logo on the bottom left → Network Connections → Right-click on 'Wi-Fi' → Connect/Disconnect → Wi-Fi → Switch to 'On' → Choose the network from the available list, then press 'Connect'.
    • Check out a video about it here.
  • For Windows XP: Go to 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 has a Wi-Fi adaptor, it will show here. All you have to do is select 'Enable'. If your device doesn't have a Wi-Fi adaptor, this will likely not be present.
How do I shut down running processes on my device?

You'll need to do it manually:

  • For PC: Press 'Ctrl + Alt + Delete' to access the 'Task Manager'. From here, you can force individual programs to close.
  • For Mac: Open the 'Activity Monitor' in the 'Utilities' folder of 'Applications'. From here, you can force individual programs to close.

If the problem persists, you might need to delete the programs. To do that, do as follows:

  • For PC: Open the 'Control Panel' → 'Programs' → 'Uninstall'. Then, select or remove the program from the list.
  • For Mac: Find the program in the 'Applications' folder and drag it to the trash.
Do I need to connect to the internet via Wi-Fi to be located?

No. You just need to have Wi-Fi enabled on your device. You also need to see available Wi-Fi networks. You can connect to the internet via an Ethernet cable and have Wi-Fi on simultaneously.

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

Yes. These can be a 3G or 4G cell phone network, a 3G or 4G USB dongle, a wireless mobile hotspot device or tethering mobile internet from your cell phone.

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

An older version might cause you to experience an unexpected geolocation error. If that happens, check if you have the latest software or app.

You can download the latest version of PokerStars ON here. You might be reminded to update during your next login if you haven't already done so.

Geolocation issues preventing access?

You can still get back online though. Download and install the latest version of the GeoComply Player Location Check plugin.

You can then access our services again!

Installing the plugin is a requirement before you can access real-money gaming on your Mac. This is because Ontario regulation demands we check that you’re physical location is in the province of Ontario.

GeoComply is third-party location detection software. Its purpose is to detect VPN location fraud.


Geolocation FAQ - Mobile (cell phone and tablet)

I'm being incorrectly located outside of my province.

If you're within province borders but restricted from playing for real money, check that your device’s location services are switched on. Enabling Wi-Fi, GPS and/or cellular data can also help us successfully locate you.

Why does my device need to see Wi-Fi or GPS or GSM networks?

Because we need to locate you within permitted jurisdictions for you to play. Our location systems need Wi-Fi, GPS or GSM signals to locate you. The more network signals you have within range, the more accurately we can locate you.

On which mobile devices can I access PokerStars ON?

We support Android and iOS devices. This includes Android cell phones and tablets, iPhones, iPads and iPad minis.

If I'm accessing PokerStars ON from a mobile phone, will there be any location issues?

Locating you from a mobile phone should be as easy as from a computer. You need to have location services or GPS or Wi-Fi enabled on your phone to do that.

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

You need to have Location Services on to enable GPS. To turn this on, go to:

  • iOS: 'Settings' → 'Privacy' → 'Location Services'
    • Check out a video about it here.
  • Android: 'Settings' → 'Location Services'
    • Check out a video about it here.
I'm in Ontario on an Android phone. What can I do to correct the error if I haven't been accurately located within the province?

In this case, you might need to clear your cache. To do this, go to:

  • 'Settings' → Name of the app used to access gaming service (gaming app or browser app) → and select 'Clear Cache'.

There's another easy way to clear the cache across all apps on your phone. You can download an app from the 'Play Store' such as 'App Cache Cleaner'.

How do I turn on my mobile device's Wi-Fi?

You'll need to turn it on manually.

  • For iOS: Go to the 'Settings' app → 'Wi-Fi'. Here, make sure that the Wi-Fi is switched on.
    • Check out a video about it here.
  • For Android: Go to Settings → Wireless & Networks
    • Check out a video about it here.
How do I get better cellular reception on my mobile device?

Try moving to an open area, so you're in closer range of a cell tower. This is because your physical location affects your cellular reception a lot. For example, if you're in a basement or underground parking lot, this might block your ability to be located. A building or house might also have some 'dead zones'. These would have little to no cellular reception. In this case, try to adjust your location to get better reception. Players in rural areas with little or poor cell tower reception might need to change their location more drastically to get a stronger signal.

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

You'll need to turn it off manually.:

  • Tap the menu button, then 'Settings' → 'Applications' → 'Development' → tap the check box next to 'Allow mock locations'.
How do I disable a proxy connection?

You'll need to turn it off manually.:

  • For iPhone: 'Settings' → 'Wi-Fi' → select connected Wi-Fi network → 'HTTP PROXY' → select 'Off'.
    • Check out a video about it here.
  • For Android: 'Settings' → 'WLAN' → tap and hold connected Wi-Fi network → select 'Show advanced options' → go to ‘Proxy’ → select ‘None’ → save changes.
    • Check out a video about it here.
I have a rooted or jail-broken mobile device. Can I still play?

No. You must use a device with the original manufacturer settings to play for real money.


Disclaimer
:
We provide links to third-party websites and products as a courtesy to our players. The Stars Group neither endorses nor assumes responsibility for the use of these products or websites, which are independent of The Stars Group. Please be aware that any information or products mentioned should be used or referenced at your own risk and discretion.

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