Why is my Ruby Fortune verification still pending? The most common cause is a document that is blurred, cropped or shows a different name than the account. Why has my bonus not appeared? The usual reason is that the qualifying deposit or code was not applied at the right step. Why was my withdrawal declined? Often a limit or account condition was not met. Why is my deposit missing? A bank delay or a reference mismatch usually explains it.

Verification stuck or documents rejected

You see a pending verification status or a message that your document was not accepted. Common causes include:

• The photo is blurry or has a glare.
• Part of the document is cropped or covered.
• The name on the document differs from the account name.
• The document is expired or a type the casino does not accept.
• The file format or size is not supported.

What to do:

1. Take a new photo in a well-lit place without flash.
2. Place the document on a flat, dark surface.
3. Make sure all four corners and the text are visible.
4. Use the original document, not a photocopy.
5. Check that the name matches your account exactly.
6. Upload the file in a supported format.
7. Keep the file size within the allowed range.
8. If you use a phone browser, try a desktop browser instead.
9. Clear your browser cache and cookies before retrying.
10. Disable any pop-up blocker that might stop the upload.
11. Submit only one document type at a time.
12. Wait for the review to finish before uploading again.
13. If you have a second ID, try that instead.
14. For a name change, provide the supporting document that shows it.
15. Contact support through the live chat on ca-rubyfortune.com/ if the status does not change.
16. Keep a copy of what you submitted for your records.

Contact support if the status stays pending after you have uploaded a clear, valid document.

Welcome bonus or free spins not credited

You finish the deposit but the bonus balance or free spins do not appear. Likely causes:

• The bonus code was not entered before the deposit.
• The deposit was made with a method that does not qualify.
• The minimum deposit for the offer was not met.
• The bonus was already claimed on this account.
• The offer expired or was not activated in the promotions section.

What to do:

1. Open the promotions section and check that the offer is active.
2. Confirm that you entered the bonus code in the correct field.
3. Make sure the deposit was completed after the code was applied.
4. Check that the deposit method is allowed for the offer.
5. Review the minimum deposit condition for the bonus.
6. Ensure this is your first deposit if the offer is for new players.
7. Look for a pending bonus in your account.
8. Log out and log back in to refresh the balance.
9. Clear your browser cache if the balance still does not update.
10. Try the same steps in another browser on your phone.
11. Do not make a second deposit hoping the bonus will appear.
12. Note the time and amount of the qualifying deposit.
13. Take a screenshot of the promotion page before you contact support.
14. If you used a code, keep a copy of it.
15. Contact support with the deposit details and the offer name.
16. Wait for support to confirm whether the bonus can be added manually.

Contact support if the bonus is still missing after you have checked the code, the method and the minimum deposit.

Deposit or withdrawal declined by limits

The payment screen shows a message that the amount is above or below the allowed limit. Common causes:

• The amount is below the minimum for that payment method.
• The amount is above the maximum for a single transaction.
• The daily or weekly limit for your account has been reached.
• The payment method has its own limits that differ from the casino’s.
• The withdrawal amount is more than your available balance after pending bets.

What to do:

1. Check the minimum and maximum amounts shown for the selected method.
2. Adjust the amount to fit within those limits.
3. If you reached a daily limit, wait for the next period.
4. Try a different payment method that allows your amount.
5. For withdrawals, confirm that all pending bets are settled.
6. Make sure no bonus wagering is still active on the account.
7. Split a large withdrawal into smaller requests if the method allows it.
8. Check that your account is fully verified before requesting a withdrawal.
9. Remove any expired card or account from your payment options.
10. Use the same method for withdrawal that you used for deposit when required.
11. If the decline message mentions a limit, note the exact wording.
12. Try the transaction again after a short wait.
13. Clear your browser cache if the payment page freezes.
14. Use a desktop browser if the mobile page shows an error.
15. Contact support with the amount, method and error message.
16. Ask support to confirm which limit applies to your account.

Contact support if the decline continues after you have adjusted the amount and checked your available balance.

Deposit left the bank but is not on the balance

Your bank shows the payment as completed but the casino balance does not change. Likely causes:

• The bank has sent the funds but the casino has not received them yet.
• The payment reference is missing or incorrect.
• The deposit is held for a manual review.
• The payment was made from a bank account that does not match your casino account name.
• A browser error interrupted the confirmation step.

What to do:

1. Wait for the bank transfer to settle before you worry.
2. Refresh your balance by logging out and back in.
3. Check your transaction history in the casino account.
4. Compare the reference number in your bank statement with the casino record.
5. If the reference is missing, contact your bank for the correct one.
6. Make sure the deposit was sent to the correct account details.
7. Do not repeat the deposit until you confirm it is missing.
8. Take a screenshot of the bank transaction.
9. Clear your browser cache if the history page does not load.
10. Try a different browser on your phone to view the history.
11. If the payment is under review, wait for the review to finish.
12. Check that your account name matches the bank account name.
13. Contact support with the bank reference and the amount.
14. Attach the bank statement screenshot to your message.
15. Ask support to trace the payment.
16. Follow up if the balance does not update after the review.

Contact support if the deposit is still missing after you have checked the reference and waited for the bank to settle.

Keep your account details and your payment method details identical, and complete verification before you deposit; this single habit prevents most bonus, limit and missing-deposit problems.