Your Ruby Fortune account shows a pending verification badge that never clears, or documents you upload bounce back as rejected. The most common cause is a mismatch between the details on your documents and the details saved in your profile.
Identity verification is stuck or documents are rejected
You upload your ID or proof of address, and the status stays on pending or switches to rejected without a clear reason. Players who use rubyfortunesca.com often find the issue starts with a small detail in the document itself.
- The photo is blurry, cropped, or has a glare that hides part of the text.
- The name on the document does not match the name on the account exactly.
- The document has expired or the address shown is out of date.
- You uploaded a screenshot instead of a photo of the original document.
- The file type or size is outside what the upload form accepts.
- Take a new photo of your document in a well-lit room and place it on a flat, dark surface.
- Make sure all four corners of the document are visible and no text is covered by your fingers.
- Check that the name, date of birth, and address on the document match your profile exactly.
- Use the original physical document, not a scan of a scan or a photocopy.
- Upload the file in the format the form asks for, such as JPG or PDF.
- Keep the file size within the range shown next to the upload button.
- Submit one document at a time and wait for the status to update before adding another.
- If the document is rejected, read the rejection note and fix only the issue it names.
- For proof of address, use a document that shows your full name and address clearly.
- Make sure the proof of address is recent and not older than the period the casino accepts.
- Remove any password protection or editing marks from the file before uploading.
- Do not upload the same rejected document again without changing anything.
- Check that your profile address matches the address on the document you submit.
- If you have changed your name or address, update your profile first and then upload the new document.
- Contact support only after you have corrected the specific issue and uploaded the document once more.
Contact support if the document is clearly correct and the status stays rejected after a second upload, or if you cannot update your profile to match your document.
A deposit or withdrawal is declined because of limits
You try to deposit or withdraw, and the screen tells you the amount is outside the allowed range for your account. Limits are set by the payment method and by the status of your account, so the same amount can work one day and fail the next.
- The amount is below the minimum or above the maximum for that payment method.
- Your account is not fully verified, so withdrawal limits are lower than usual.
- You have reached a daily, weekly, or monthly limit linked to your account level.
- The payment method itself has a cap that is lower than the casino limit.
- You are trying to withdraw more than your available balance after a pending bonus is removed.
- Check the amount you entered against the minimum and maximum shown for the chosen payment method.
- Try a smaller amount first to see if the limit is the only problem.
- Complete any pending verification steps, because full verification raises your withdrawal limit.
- Use a payment method that is registered in your own name and matches your profile.
- If you have several pending withdrawals, wait for one to finish before starting another.
- Remove any bonus funds that are still locked before you request a withdrawal.
- Check whether your account has a temporary limit because of a recent deposit or withdrawal.
- Split a large withdrawal into smaller amounts only if the casino allows partial requests.
- Make sure your balance covers the amount plus any fee the method charges.
- Try a different payment method that has a higher maximum for the same amount.
- Do not create a second account to get around a limit, as this will lock both accounts.
- Write down the exact error message you see, because support will ask for it.
- If the limit is linked to your account level, ask support what steps raise that level.
- Wait for any pending transaction to clear before you try the same amount again.
- Contact support if the amount is within the stated range and the decline still appears.
Contact support when the decline message names a limit you cannot see in your account, or when your verified account is still held to a lower limit than expected.
Login fails or the account is locked after failed attempts
You enter your username and password, and the page either reloads without signing you in or shows a message that the account is locked. This usually happens after several wrong password attempts or when the browser keeps an old session alive.
- You are typing the password with the wrong keyboard language or with Caps Lock on.
- Your browser has saved an old password and fills it in automatically.
- You have tried too many times in a row, so the account is locked for a short period.
- You are using a username or email that differs from the one registered.
- Your session expired while you were on another page, and the login form did not refresh.
- Type your password manually instead of letting the browser fill it in.
- Check that Caps Lock is off and that the keyboard is set to the language you used when you registered.
- Clear the saved password for the casino in your browser settings.
- Close the browser tab and open a new one before you try again.
- Use the exact username or email address you registered with, including the same capital letters.
- If you cannot remember the password, use the password reset link on the login page.
- Follow the reset link from the same device you usually use, and open it soon after you receive it.
- Set a new password that you have not used on this account before.
- After a lock, wait for the lock period to pass before you try again, because more attempts extend it.
- Do not use a VPN or proxy while you log in, as this can trigger a security block.
- Try a different browser or the phone browser on your mobile device to rule out a local problem.
- Disable browser extensions that block scripts or cookies for the login page.
- If the lock message names a security review, stop trying and prepare your ID document.
- Check your email inbox and spam folder for a message about the lock or a reset link.
- Contact support if the lock does not clear after the stated period or if you no longer have access to the registered email.
Contact support when the account stays locked beyond the period shown on screen, or when you cannot receive the password reset email.
The welcome bonus or free spins were not credited
You make your first deposit or enter a bonus code, and the bonus balance or free spins do not appear. The usual cause is that one condition of the offer was missed, such as the minimum deposit or the code itself.
- The deposit was below the minimum amount needed for the welcome bonus.
- The bonus code was typed with a space, a wrong letter, or in the wrong field.
- You had already claimed a welcome offer on the same account or device.
- The bonus was credited but is shown separately from your cash balance.
- The free spins are tied to a specific game that you have not opened yet.
- Open your bonus history and check whether the offer is listed as active or pending.
- Confirm that your first deposit met the minimum amount stated for the welcome bonus.
- Check that you entered the bonus code exactly as shown, with no extra spaces.
- Make sure you used the bonus code before you confirmed the deposit, if the form requires it.
- Look for a separate bonus balance on the account page, because it may not mix with cash.
- If the offer includes free spins, open the game named in the offer to see the spins.
- Check that the bonus is not waiting for a verification step to complete.
- Confirm that you have not claimed the same welcome offer on another account.
- If you deposited with a payment method excluded from the offer, the bonus will not credit.
- Do not make a second deposit expecting the bonus to appear if the first one did not qualify.
- Note the date and amount of the qualifying deposit before you contact support.
- Keep a screenshot of the bonus page that shows the code and the conditions.
- If the bonus is active but the free spins are missing, close the game and open it again.
- Check that the game you opened is the one the free spins are tied to.
- Allow the bonus page to refresh before you assume the credit failed.
- Contact support if the deposit met every condition and the bonus is still missing after the offer period ends.
Contact support when your deposit met the stated conditions and the bonus or free spins are still absent from your bonus history.
Keep your profile details, documents, and payment methods in the same name from the start, because most verification, limit, and login problems begin with a small mismatch there.