Classify the refusal by screen
Note the last successful screen: credentials accepted, cashier visible, lobby visible or wager button enabled. Copy the refusal text and local time, then add the device model, software version and connection type.
This sequence tells support whether the account session failed or the location vendor rejected the play event. A visible lobby is not the same as an authorised wager.
- Last successful screen
- Refusal text and time
- Device and connection
Rebuild the location signal
On mobile, grant the app precise location and check that system location services are active. In a browser, approve the site permission and any required verifier component. Test on an ordinary Ontario home or mobile connection with VPN, proxy and private relay disabled.
Make one controlled retry after each change and log the result. Keep the same account and avoid rapid switches between browsers because they create new sessions without explaining the original rejection.
- System service active
- Site or app permission granted
- Direct Ontario network path
Send the vendor-ready case
Provide the last successful screen, refusal wording, timestamp, device version and network type. Ask whether the location vendor returned no signal, an out-of-province result or a blocked environment.
Keep authentication secrets out of the case. Neither a password nor a one-time code helps a location vendor diagnose the device signal.
Questions players ask
Why does Spin Genie need location access in Ontario?
Its regulated Ontario terms require physical-location verification for wagering.
Should I create a second account?
No. Preserve the verified account and repair or escalate the location layer.
Does login prove I can play?
No. Authentication and geolocation approval are separate states.
Last reviewed: 9 August 2026
