You tap the login button and the page reloads with the fields empty and a message that your details are not accepted — the most common cause is a mistyped password saved in your phone’s keychain. A bonus that never lands or a deposit held somewhere between your bank and your balance usually points to a mismatch between your account details and the way the payment was made.

Identity checks that stall or documents that come back rejected

You upload a document and the status stays on pending, or the same file is declined with a note that it cannot be read.

• The photo is blurred, cropped or taken at an angle, so the text cannot be read.
• The document has expired or shows a different name spelling from the account.
• A corner of the ID is covered by a finger or the card is cut off at the edge.
• The proof of address is older than the period the casino accepts.
• Only one side of a two-sided document was sent.

1. Lay the document flat on a dark, plain surface before you take the picture.
2. Use daylight and turn off the flash, which washes out the print.
3. Fill the frame with the document and keep all four corners visible.
4. Check that no shadow or glare runs across the photo or number.
5. Send both sides of an ID card even when only the front looks important.
6. Match the name on the document to the name on your account letter for letter.
7. Use a proof of address that shows your full name and home address clearly.
8. Pick a document that was issued recently enough to count as current.
9. Save files as a common photo or PDF format so the upload does not fail.
10. Compress large photos without shrinking the text below readable size.
11. Upload the files one at a time instead of packing them into one folder.
12. Wait for the review to finish before you send a second copy of the same document.
13. Do not send a friend’s or family member’s document under your own account.
14. Keep the original document to hand in case a fresh photo is requested.
15. Note the date you sent each file so a follow-up can reference it.
16. Contact support when a correctly photographed document is rejected twice without a clear reason.

The right step is to ask support for the specific defect they see once good-quality copies have already failed twice.

Welcome bonus and free spins that never arrived

You complete the sign-up and the balance shows no welcome credit and no free spins, even though the offer was on screen when you registered.

• The bonus code was left out or typed with wrong capital letters at sign-up.
• A first deposit was made before the account was confirmed.
• You already held an account and the welcome offer applies once per player.
• The deposit was made with a method the offer does not cover.
• The spins sit in a separate section and were never opened.

1. Sign in to your account and open the bonus or promotions area of your profile.
2. Look for an active offer with a claim button rather than assuming it was auto-added.
3. Check the bonus history list for the welcome offer and read its status.
4. Open the free spins section and start the spins from there to activate them.
5. Confirm the deposit linked to the offer actually settled on the balance.
6. Re-enter the code exactly as written, with the same capital letters, if a field allows it.
7. Make sure only one account exists in your name, since duplicates void the offer.
8. Check that the deposit method you used is one the offer accepts.
9. Wait for the deposit to clear fully before you expect the credit to follow.
10. Refresh the page once, then sign out and back in to reload the balance.
11. Clear the browser cache on your phone if the balance still shows the old figure.
12. Try the same steps in a private browser window to rule out a stored page.
13. Keep the confirmation of your first deposit ready as proof of the qualifying payment.
14. Note the time you registered and the time the deposit settled.
15. Do not open a second account to chase the offer, as that blocks the payout.
16. Contact support when the offer shows as active but nothing has been credited after a full sign-out and sign-in through ca-rubyfortune.com/.

Players should write to support once the offer is listed as active yet the credit is still missing after a clean sign-out and sign-in.

Withdrawals still pending after the expected window

Your withdrawal request sits in a pending state while the balance stays frozen and nothing reaches your payment account.

• The identity check has not been completed, so the payout cannot be released.
• A bonus attached to the balance has playthrough that is not finished.
• The payout method differs from the one used for the deposit.
• The request was made before the deposit itself had cleared.
• Several requests were queued and are handled one after another.

1. Open the transaction history and find the withdrawal entry with its status label.
2. Complete any outstanding identity step shown next to the request.
3. Check the bonus section for playthrough that is still open on the balance.
4. Finish the remaining play if a bonus is holding the funds, then request again.
5. Confirm the payout route matches the method you used to deposit.
6. Make sure the deposit behind the winnings has fully settled first.
7. Cancel a duplicate request if two identical withdrawals are pending.
8. Check that your account name matches the name on the receiving account.
9. Sign out and back in to refresh the status shown on screen.
10. Avoid sending a second request while the first is still being reviewed.
11. Keep a screenshot of the pending status with its reference number.
12. Note the date of the request so you can describe the wait precisely.
13. Confirm no message in your account asks for an extra document.
14. Make sure your contact email is current so replies reach you.
15. Reply to any request for information promptly rather than starting over.
16. Contact support when the request is still pending after the identity check is complete and no bonus blocks the funds.

Support is the right place to ask once identity is clear and the balance carries no unfinished bonus condition.

Deposits taken by the bank but missing from the balance

The bank shows the payment as completed while the casino balance has not moved, leaving you unsure whether the money is lost.

• The payment is still travelling between the bank and the casino.
• The deposit went to an old or incorrect account reference.
• The payment method needs a manual confirmation before it posts.
• The deposit was made while the account was limited pending a check.
• The browser dropped the connection right after the payment screen.

1. Take a screenshot of the completed payment in your bank statement.
2. Note the reference number, amount and exact time of the payment.
3. Return to your account and refresh the balance after a short wait.
4. Check the transaction history inside your account for the deposit entry.
5. Look for a pending deposit line that has not yet been marked complete.
6. Confirm you sent the money to the details shown inside your own account.
7. Reopen the cashier in the same browser and let the page load fully.
8. Sign out and back in on your phone browser to reload the balance.
9. Clear the browser cache if the history still shows nothing.
10. Check that no account message asks you to confirm the payment.
11. Keep the browser tab open until the confirmation screen appears next time.
12. Do not repeat the payment while the first one is unresolved.
13. Save the bank confirmation in case a copy is requested.
14. Compare the amount sent with the amount you entered before paying.
15. Write down the reference so support can trace the payment quickly.
16. Contact support with the screenshot and reference when the bank shows completion and the balance stays unchanged.

Support should be told as soon as the bank marks the payment complete and no matching entry appears in your history.

Most of these problems start with details that differ between your account and your documents or payment method, so keep one spelling of your name and one payment route across everything you use.