Many players notice that Ruby Fortune asks them to confirm more than their previous casino did before the account behaves normally, and the usual cause is a pending identity check the player never finished. The second common cause is a session or payment detail that no longer matches what is stored on the account.
Account lockout and failed sign-in attempts
The player types the password and sees a message that the account is locked or that the details are wrong, even though nothing was changed on purpose.
- Several wrong password entries in a row triggered a temporary lock.
- The email address was typed with a different spelling or domain.
- The password contains a character the keyboard layout does not produce.
- A saved password in the browser still points to an old credential.
- The account is blocked by an unfinished identity or age check.
- Stop retrying immediately, because each new attempt can extend the lock.
- Type the email address by hand instead of relying on autofill.
- Switch the keyboard to plain English before entering the password.
- Clear the saved password for the site in the browser settings.
- Open a private window and try the same details once.
- Turn off any password manager for this single attempt.
- Use the password reset link sent to the email on the account.
- Open that email on the same device and follow the link once.
- Choose a new password that is not reused from another site.
- Sign in on the phone browser if the desktop session keeps failing.
- Disable any virtual private network that changes the country shown.
- Allow cookies for the domain so the session can be stored.
- Note the exact text of the error, since support will ask for it.
- Keep the account email accessible for the recovery steps.
Contact support when the lock returns after a successful reset or when the reset email never arrives.
A cashout that stays pending longer than expected
The player requests a cashout, sees it listed as pending, and the balance does not move for longer than expected.
- The identity check is still open, so payouts wait behind it.
- A deposit bonus is active and its play conditions are not met yet.
- The payout method chosen is not the one used for the deposit.
- Card or bank details on file differ from the account holder name.
- A second request made while the first is pending can delay both.
- Note the status shown next to the request and the time it was made.
- Finish any outstanding identity step before expecting the money.
- Check whether the bonus has play conditions left to clear.
- Withdraw in the same way the last deposit was made where possible.
- Make sure the name on the payment details matches the account name.
- Avoid sending a second request while the first is still pending.
- Keep the confirmation of each deposit in a folder for quick access.
- Use a payment route owned by the player alone, not a shared one.
- Complete the bank details in full rather than in parts.
- Reply to any document request with clear, uncropped images.
- Use the Ruby Fortune online casino cashier history to compare requests.
- Leave the request untouched for a while instead of cancelling it.
- If the status is unchanged after a full day of waiting, contact support.
A payout that sits in the same state after the checks on ca-rubyfortune.com and the account details are confirmed is worth raising with support, who can see what holds it.
Contact support with the request reference when the status has not changed and every condition above is already met.
Identity documents stuck or rejected in review
The player uploads a document, the review stays open for a long time, or the file comes back rejected with no clear reason.
- Corners or edges of the document are cut off in the photo.
- Glare, shadow or a flash hides part of the printed text.
- The proof of address is older than the venue allows for that check.
- The name on the document does not match the account spelling.
- The file format or size falls outside what the upload accepts.
- Retake the photo in daylight with the whole document in frame.
- Lay the document flat and avoid any flash reflection.
- Make sure all four corners and the photo page are visible.
- Keep the text sharp rather than resizing the image down.
- Use a recent utility bill or bank letter for the address check.
- Match the spelling of the name to the account exactly.
- Scan the file in a common format if the phone camera fails.
- Upload one document per slot instead of a combined collage.
- Stay signed in while the file finishes uploading fully.
- Keep a copy of every file sent for later reference.
- Give the review a reasonable window before sending more files.
- Avoid resending the same rejected document unchanged.
- Rename files simply so they are easy to match to the request.
- Repeat the capture on a better camera if the image stays blurry.
Contact support when a document is refused twice without a stated reason, since a person can explain which detail failed.
Welcome bonus or free spins missing after the deposit
The player deposits and expects a welcome bonus or free spins, but the balance or the spin counter shows nothing new.
- The bonus code was left out or entered with a typo.
- The deposit fell below the minimum that unlocks the offer.
- The player already claimed this offer on another account.
- The bonus was credited but sits apart from the cash balance.
- A withdrawal was made before the offer was requested.
- Open the bonus section and check whether the offer appears as claimed.
- Confirm the deposit cleared and shows as completed in the history.
- Compare the deposit with the minimum the offer requires.
- Check that the code was typed exactly, with no extra spaces.
- Look for a separate bonus balance next to the cash balance.
- Search the free spins counter under the game that carries them.
- Confirm the account was created through the offer in question.
- Reopen the section on the phone browser to refresh the state.
- Sign out and back in once so the balance reloads.
- Take a screenshot of the empty bonus section with the time on it.
- Note the deposit reference for the message to support.
- Avoid depositing again before the first case is answered.
- Do not cancel the bonus while the query is open.
- Keep the confirmation email that mentions the offer.
Contact support with the deposit reference when the offer still does not appear after a full sign-out and return.
Before any deposit, finish the identity check and enter the bonus code by hand, since most of these problems come from an unfinished profile or a missed field.