Ruby Fortune problems: missing bonus, pending withdrawal and failed KYC

You open your phone on the bus to work, log in, and the welcome bonus or free spins are simply not there. Most often this happens because the bonus code was not entered at deposit, the deposit came from a method the offer excludes, or the wagering on an earlier offer is still open.

Welcome bonus and free spins missing from the account

The player sees a confirmed deposit but no bonus balance and no spin counter. The usual causes are a missing or mistyped code, a deposit that did not qualify, a bonus already claimed, an unfinished earlier offer, or a delay between payment and credit.

• The bonus code was left out or typed with a wrong character.
• The deposit method used is not part of the offer.
• An earlier bonus is still active, so the new one cannot be added.
• The minimum qualifying deposit was not reached.
• The payment has cleared but the bonus has not yet been applied.

1. Log out and log back in, then open the bonus section of your account. A delayed credit often appears after a fresh login.
2. Compare the deposit you made with the offer you meant to claim. Check that the amount and the method both fit the offer.
3. Type the code again from the promotion page, character by character, with no extra spaces, and claim it before depositing.
4. Make the qualifying deposit only after the code is accepted. The order of the two steps matters.
5. Look at your active bonuses. If an older offer is still running, the system treats the new one as a duplicate.
6. Finish or cancel the earlier bonus first, where cancelling is allowed, then claim the new offer.
7. Check the email address on your account. Bonus confirmations go there even when the balance looks empty.
8. Clear the browser cache on your phone or desktop and sign in again. A stale page can hide a credited bonus.
9. Try a different browser tab and load the account balance once more before depositing anything else.
10. Do not deposit a second time hoping the bonus will follow. A repeat deposit does not attach a missed code retroactively.
11. Write down the deposit reference, the amount and the time, plus the offer name you were claiming.
12. Contact support with those details if the bonus is still absent after a fresh login and a completed deposit.

Contact support if several fresh logins show no bonus and no spins, or if the account says the offer was already claimed when you never received it.

A withdrawal stays pending longer than expected

The player sees a pending status that does not move, or a payment marked as being processed. Common causes are an unfinished verification, a bonus still in play, a withdrawal request that replaced an earlier one, a payment method that does not match the deposit, or a review of the account.

• Identity checks are incomplete, so the payout waits.
• An active bonus still has wagering left on it.
• A second request cancelled the first one and restarted the queue.
• The payout method differs from the method used to deposit.
• The account is under a routine review.

1. Open the transaction history and note the exact status of the request. Pending and processing are two different stages.
2. Check that no bonus is still active. A bonus in play can hold the whole balance at the site.
3. Finish the remaining wagering on the bonus, or forfeit it if you would rather cash out the real balance now.
4. Confirm you made one request only. A new request often cancels the one already queued.
5. Match the payout method to the method you used for the deposit. A mismatch sends the request back for review.
6. Complete any outstanding identity step before requesting again, because payouts wait on it.
7. Leave the request untouched for a short while and check the history again instead of submitting a new one.
8. At https://ca-rubyfortune.com, the bonus rules and payout checks work the same way, so the status in your history is the reliable signal.
9. Make a small test of your browser session by logging out and back in, so you see the current status rather than an old page.
10. Keep a screenshot of the pending request with its reference number.
11. Gather the deposit records that show where the money came from.
12. Contact support with the reference and dates if the status has not changed and all conditions above are met.

Contact support once verification is complete, no bonus is active, one request is open, and the status still has not moved.

Deposit or withdrawal declined because of limits

The player sees a message that the amount is above or below the allowed range for that method. Causes include an amount outside the range for the chosen method, a daily or monthly cap on the account, a first deposit below the minimum, a payout larger than the method allows, or a limit set by the player earlier.

• The amount sits outside the accepted range for that payment method.
• The account has reached a daily or monthly limit.
• The first deposit is below the minimum for the method.
• The payout is above what the chosen method can send.
• A responsible gambling limit set earlier is now blocking the amount.

1. Read the exact wording of the message. It usually names the range or the limit that was hit.
2. Compare your amount with the range for the method you chose, not with the range for a different method.
3. Repeat the transaction with an amount inside the stated range.
4. Split a large withdrawal across a few requests only if the method allows it, keeping each within its range.
5. Check your account limits page for a daily or monthly cap you may have set and forgotten.
6. Wait for the cap to reset if the daily limit is the cause, then request again.
7. Choose a different method that accepts the amount you need, if one is available to you.
8. Make the first deposit at or above the minimum for the method you plan to use for payouts.
9. Avoid repeating the same declined request several times in a row, which changes nothing.
10. Note the message text, the amount and the method in one place.
11. Contact support if the amount clearly fits the range and the request is still refused.
12. Contact support as well if a self-set limit blocks you and you want to understand how it will lift.

Contact support when your amount fits the stated range and the request is still declined, or when the message names no clear cause.

Identity verification stuck or documents rejected

The player uploads a passport or bill and the status stays at pending or comes back as rejected. Typical causes are a blurred or cropped image, an expired document, a name or address that does not match the account, a document type that was not accepted, or a file that failed to upload.

• The photo is blurry, dark, cropped or shows glare.
• The document has expired.
• The name or address differs from the account details.
• The wrong document type was uploaded for the request.
• The file failed to upload despite showing as sent.

1. Open the verification section and read which document is actually requested.
2. Photograph the document flat on a table in daylight, with all four corners visible.
3. Check that no light reflects off the surface and that the text is sharp.
4. Confirm the document has not expired.
5. Compare the name and address on the document with the details saved in your account.
6. Correct any small difference in spelling, middle names or the address format first.
7. Upload each side of the document separately if both sides are required.
8. For proof of address, use a document that shows your name and the same address as the account.
9. Upload again and wait for the page to confirm the file was received.
10. Use the phone browser rather than a slow connection, and keep the tab open until the confirmation appears.
11. Take a note of the submission date so you know how long it has been waiting.
12. Contact support if the status stays pending after a confirmed upload, or if a clear document is rejected twice without a stated reason.

Contact support when a sharp, valid document is rejected without explanation or the status never changes after a confirmed upload.

Most of these problems start with one deposit made before the bonus code was accepted, so claim the offer first and pay afterwards, then leave the request alone until its status changes.