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responsible gaming
Responsible Gaming

Disconnections, advice and router issues

The data from your computer passes through various network devices before reaching our servers.

We refer to each device your data passes through as a hop. Data is likely getting lost at the first few hops, i.e., your router or ISP (internet service provider) equipment.

To fix this, try these steps.

Advice and Wi-Fi connections

  • Limit the running of other internet applications while playing on our software. Things like instant messengers, file sharing programs, internet surfing, audio or video streaming and Windows updates can affect its performance.
  • Check that your network equipment has the latest updates installed. Try the device's manual or manufacturer's website for more information.

If you are using a wireless connection and still experiencing issues, we recommend taking these steps:

  • Verify all network cables are secure. If your router has an antenna, make sure it is pointing vertically.
  • Reboot your router.
  • Try repositioning your router so walls, cabinets or other devices don't block your signal.
  • Change your Wi-Fi network channel. The instructions depend on your router model. Check the manual or manufacturer's website for more information.

Using a speed test site to check for improvement after each step may help to pinpoint the issue. Popular speed test sites include:

Finally, if there's no improvement, contact your ISP to get them to check your connection.

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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