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. What should I check out on a desktop or laptop?

If you are within the province borders but restricted from playing for real money, there can be an issue locating you using Wi-Fi.

Check that your computer’s Wi-Fi signal or capability is switched on.

If your computer does not have Wi-Fi, you must use a Wi-Fi adapter.

My computer does not have Wi-Fi. What can I do?

Devices without Wi-Fi can use a USB dongle to enable Wi-Fi.

A USB dongle connects to a USB port and let your computer be Wi-Fi-enabled.

Once your device is Wi-Fi enabled, the PokerStars software should locate you successfully.

Do I need anything to access real money gaming in a web browser?

Yes. To access real money gaming in a web browser, install the GeoComply Player Location Check (PLC v. 3.1.1.3) plugin on your computer.

Ontario regulation requires PokerStars to check that you are physically located in the province.

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

You will no longer be eligible to play real money games.

To resume the session, PokerStars must reconfirm that you are physically located in Ontario.

I'm located within Ontario but near the border. Will I be accurately located?

In most cases, yes.

You might be blocked from playing if you are within a kilometer of the border.

Move further away from the border and try again to improve location identification.

Your IP address may also be incorrectly placed in a neighboring province.

If your IP address is incorrect, contact your internet service provider (ISP) to have it corrected.

Can I be geolocated if remote desktop software is running on my computer?

No. If remote desktop software (for example, LogMeIn or GoToMyPC) is actively running, you can't access real money gaming.

Close the remote desktop programs and ensure they no longer run on your device.

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

You must close all known remote desktop programs on your device:

• For PC, open 'Task Manager' using 'Ctrl + Alt + Delete' and force individual programs to close.
• For Mac, open 'Activity Monitor' via 'Applications' → 'Utilities' and force individual programs to close.

If the problem persists, you may need to delete the programs:

• For PC, go to 'Control Panel' → 'Programs' → 'Uninstall' and remove the program from the list.
• For Mac, find the program in 'Applications' and drag it to the trash.

Can I be geolocated if proxy or VPN software is running on my computer?

No. If proxy or VPN software (for example, Witopia, OpenVPN, or HMA) is actively running, you can't access real money gaming.

Close proxy or VPN programs, and make sure they no longer run on your device.

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

In most cases, you must adjust your browser settings.

These processes can change between browser versions:

• For Internet Explorer, go to 'Tools' → 'Internet Options' → 'Connections' → 'LAN Settings' and uncheck 'Proxy Server'.
  A step-by-step video is available for this process:
  https://youtu.be/U9VhSrJobmU
• For Chrome, go to 'Menu' → 'Settings' and select “disable extension” in the 'Proxy' section.
  A step-by-step video is available for this process:
  https://youtu.be/h9dvuFqvzYw

• For Firefox, go to 'Tools' → 'Options' → 'Advanced Network' → 'Settings'.
  
  • Select the 'No Proxy' option in the 'Connection Settings' window.
  • Select 'OK' to apply the changes.
    A step-by-step video is available for this process.
    https://youtu.be/v_OJWyR5-vE

If you use a downloadable VPN, shut down all running application processes:

• For PC, open 'Task Manager' using 'Ctrl + Alt + Delete' and force individual programs to close.
• For Mac, open 'Activity Monitor' via 'Applications' → 'Utilities' and force individual programs to close.

If you use a proxy service enabled from a specific website, finish your proxy session or proxy service to proceed.

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

PokerStars has detected unusual activity from your IP address.

A proxy check can be sensitive to viruses that may infect a user’s computer.

If you are not using a proxy and are still failing this check, the issue may be caused by viruses or malware on your device.

The issue may also be related to another device that shares your internet connection.

Check your computer for viruses or malware, and remove any found.

Make sure an updated anti-virus program is installed and running.

After removing malware, it can take up to a few days for the update to take effect in PokerStars systems.

A list of Google’s recommended anti-virus software is available:
https://www.google.com/safetycenter/everyone/cybercrime/devices/.

What is the difference between a public and a private Wi-Fi connection?

A public Wi-Fi network is shared by many people, such as at a coffee shop or hotel.

Public Wi-Fi networks, especially those run by larger businesses, may be associated with locations outside Ontario.

If the public Wi-Fi network is associated with a location outside of Ontario, you can't access real money gaming.

Try accessing the internet from another location or using a different connection.

Give preference to a private, password-protected, unshared, secure Wi-Fi connection, such as a home or work network.

How do I reboot a Wi-Fi router?

• Unplug the router from the power source.
• Wait up to 30 seconds.
• Plug the router back in and allow the router time to reboot and connect before trying again.

How do I check if my computer has a Wi-Fi card?

For Windows 10:

• Right-click the 'Windows' logo on the bottom left.
• Select 'Network Connections' → 'Wi-Fi' → 'Enable'.
• If the 'Wi-Fi' option is not present, your device likely does not have a Wi-Fi adapter.

A step-by-step video is available for this process:
https://youtu.be/3H8GTsEjGT0.

What are Wi-Fi access points (APs)?

Wi-Fi access points (APs) connect devices to the network or internet sources via Wi-Fi.

The more Wi-Fi access points available nearby, the more accurately PokerStars can locate you.

Your device does not need to be connected to the Wi-Fi access points.

Your device must be able to ‘see’ the Wi-Fi access points.

My device cannot see enough Wi-Fi access points (APs). What can I do?

If your device can't see enough Wi-Fi access points, it can be difficult to locate you.

This can occur in rural areas or in very tall buildings.

Move to an area with more Wi-Fi access points nearby and try again.

If needed, use a Wi-Fi extender to detect more Wi-Fi access points at greater distances.

How do I turn on my device’s Wi-Fi?

For Mac, go to the menu bar → select 'Wi-Fi' → turn Wi-Fi on.

• Select a nearby Wi-Fi network from the list.
• If the Wi-Fi icon is not visible, go to the Apple menu → 'System Preferences' → 'Network' → select 'Wi-Fi' → turn Wi-Fi on.
  A step-by-step video is available for this process:
  https://youtu.be/hsWKPTOIWks

For Windows 10, right-click the 'Windows' logo on the bottom left → 'Network Connections'.

• Right click 'Wi-Fi' → 'Connect/Disconnect' → Wi-Fi → switch to 'On'.
• Choose the network from the available list and select 'Connect'.
  A step-by-step video is available for this process:
  https://youtu.be/3H8GTsEjGT0

How do I shut down running processes on my device?

For PC, open 'Task Manager' using 'Ctrl + Alt + Delete' and force individual programs to close.

For Mac, open 'Activity Monitor' via 'Applications' → 'Utilities' and force individual programs to close.

If the problem persists, you may need to delete the programs.

For PC, go to 'Control Panel' → 'Programs' → 'Uninstall' and select and remove the program from the list.

For Mac, find the program in 'Applications' and drag the program to the trash.

Do I need to connect to the internet via Wi-Fi to be located?

No. You do not need to connect to the internet via Wi-Fi to be located.

You must have Wi-Fi enabled on your device and be able to see available Wi-Fi networks.

You can connect to the internet via an Ethernet cable while Wi-Fi is enabled.

Can I play using a 3G or 4G mobile internet connection?

Yes. You can play using a 3G or 4G mobile internet connection.

This can include a 3G or 4G cell phone network, a 3G or 4G USB dongle, a wireless mobile hotspot device, or tethering mobile internet from a cell phone.

Will I pass geolocation checks with an older version of gaming software or an app?

An older version may cause an unexpected geolocation error.

If a geolocation error occurs, check whether you have the latest software or app.

You can download the latest version of PokerStars ON. You may also be reminded to update during the next login.

Geolocation issues are preventing access. What can I do?

Install the latest version of GeoComply’s Player Location Check plugin:

• Link for Windows PC:
  https://ums.geocomply.com/installer/url/?version=4.0.0.4&os=win&id=7rpHtFJyGc
• For Mac:
  https://ums.geocomply.com/installer/url/?version=4.0.0.4&os=mac&id=7rpHtFJyGc

Installing the plugin is required before you can access real money gaming on your device.

Ontario regulation requires PokerStars to verify that your physical location is in Ontario.

GeoComply is third party location detection software designed to detect VPN location fraud.

What browser permissions do I need to allow for geolocation?

You must allow the PokerStars site to access your location and local network.

If location access was previously blocked, change the setting to allow access.

How do I allow location and local network access in Google Chrome?

In Google Chrome, open the PokerStars site and select the site information icon on the left of the address bar:

• Select 'Site settings'.Locate 'Location' and choose 'Allow'.
• Locate 'Local network access' and choose 'Allow'.

How do I allow location access in Firefox?

In Firefox, select the site permission icon on the left of the address bar:

• Select the 'Blocked' button to clear the current site's permissions.
• Refresh the page and try to use the site.
• When the permission request appears, select "Remember my choice for this site" and select "Allow".

Geolocation FAQ - Mobile (cell phone and tablet)

I'm being incorrectly located outside of my province. What should I check on mobile?

If you are within province borders but restricted from playing for real money, check that location services are switched on.

Enabling Wi-Fi, GPS, and cellular data can help PokerStars locate you.

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

PokerStars must locate you within permitted jurisdictions for real money play.

PokerStars location systems use Wi-Fi, GPS, or GSM signals to locate you.

The more network signals available within range, the more accurately PokerStars can locate you.

On which mobile devices can I access PokerStars ON?

PokerStars ON supports Android and iOS devices.

This includes Android cell phones and tablets, and 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 locating you from a computer.

You must have location services, GPS, or Wi-Fi enabled on the phone.

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

You can turn on Location Services or GPS using device settings:

• For iOS, go to 'Settings' → 'Privacy' → 'Location Services'.
• For Android, go to 'Settings' → 'Location Services'.

I'm in Ontario on an Android phone. What can I do if I am not accurately located within the province?

You may need to clear the cache for the app used to access the gaming service.

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

You can also clear cache across apps by downloading an app from the 'Play Store', such as 'App Cache Cleaner'.

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

You must turn Wi-Fi on using device settings:

• iOS, go to 'Settings' → 'Wi-Fi' and switch Wi-Fi on.
• Android, go to 'Settings' → 'Wireless & Networks'.

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

Move to an open area closer to a cell tower.

Cellular reception can be reduced in basements, underground parking lots, and building ‘dead zones’.

Players in rural areas may need to change location more drastically to get a stronger signal.

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

You must disable mock locations in Android settings.

Select 'Settings' → 'Applications' → 'Development'.

Clear the checkbox next to 'Allow mock locations'.

How do I disable a proxy connection on mobile?

You must turn off the proxy connection in device settings:

• iOS, go to 'Settings' → 'Wi-Fi' → select the connected Wi-Fi network → 'Configure Proxy' → 'Off'.
• Android, go to 'Settings' → 'Connections' → 'Wi-Fi' → select the settings icon beside the Wi-Fi connection → 'View more' → 'Proxy' → 'None' → save changes.

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

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

Disclaimer

PokerStars provides links to third party websites and products as a courtesy.

The Stars Group does not endorse and does not assume responsibility for using third party products or third party websites.

Third-party websites and third party products are independent of The Stars Group.

Any third party information and any third party products must be used at your own risk and discretion.