You mistyped your password on the last login, and now the screen shows a locked account message instead of the lobby. That lockout is usually caused by too many failed attempts, not by a lost account.
Deposit deducted from the bank but missing from the casino balance
The player sees the payment marked as completed at the bank, while the casino balance still shows the old amount. The money is often held between the payment provider and the casino, or the deposit needs a manual match.
- The payment provider has not yet sent the confirmation to the casino.
- The deposit was made to an old or incorrect payment detail.
- A bonus code was entered in the wrong field, so the system is waiting for a correction.
- The account name and the payment account name do not match closely enough.
- A security review is holding the transaction until the player responds.
- Refresh the balance after a short pause and note the exact time of the deposit.
- Open the transaction history in the cashier and confirm the deposit appears as pending or failed.
- Check the bank statement for a reference number, because support will ask for it.
- Confirm that the payment method used belongs to the player and matches the account name.
- Take a screenshot of the bank entry and the casino history side by side.
- Remove any bonus code from the deposit field and submit the deposit again only if the first one shows as failed.
- Send the reference number and screenshots through the support channel listed on the site.
- Keep the payment confirmation open until support replies, since the case may need the original receipt.
- Do not repeat the deposit more than once while the first one is still pending.
Contact support when the deposit stays pending after the bank has confirmed it left the account and no bonus or verification issue explains the delay.
Login fails or the account is locked after several wrong attempts
The player enters the correct details but sees an error or a lock notice, and the ruby fortune casino login page refuses to move forward. Failed attempts, saved old passwords or a browser autofill error are the usual triggers.
- The password was changed recently and the browser still autofills the old one.
- Too many attempts triggered a temporary lock for security.
- The email address has a typo or uses a different case than the registered one.
- The account is under review and login is paused until verification finishes.
- A saved session or cached page is sending outdated login data.
- Stop retrying, because each failed attempt can extend the lock.
- Type the email and password manually instead of using autofill.
- Clear the browser cache and cookies, then reload the ruby fortune online casino page.
- Try a private window or a different browser on the phone.
- Use the password reset link sent to the registered email address.
- Set a new password that differs from the old one and from other accounts.
- Log in once with the new password and avoid opening multiple tabs.
- If a lock notice remains, note the exact message shown on screen.
- Send the account email and the lock message to support without sharing the password.
Contact support when the reset email does not arrive or the lock notice remains after a successful password change.
Identity verification is stuck or documents are rejected
The player uploads documents and sees a pending status for a long time, or a rejection notice without a clear reason. At Ruby Fortune casino, most rejections come from image quality or mismatched details, not from the player’s eligibility.
- Photos are blurry, cropped or show glare on the text.
- The document is expired or the corner is folded over the photo.
- The name on the document differs slightly from the account name.
- A selfie was taken with a filter, low light or a covered face.
- The file format is not accepted by the upload tool.
- Use rubyfortunes-ca.com/ support page to find the correct upload area for identity documents.
- Photograph each document on a flat surface with all four corners visible.
- Use natural light and avoid flash, shadows or reflections.
- Check that the name, date of birth and photo are readable without zooming.
- Upload the front and back of the ID in separate files if the form allows it.
- For a selfie, remove glasses, hats and filters, and keep the whole face in the frame.
- Rename files simply, because special characters can cause upload errors.
- Submit one complete set instead of many partial uploads.
- Note the submission time and keep the original files until approval.
- If a rejection names a specific document, replace only that document and resubmit the rest unchanged.
Contact support when a rejection notice gives no reason or the pending status does not change after a complete resubmission.
Withdrawal remains pending longer than expected
The player requests a withdrawal and the status stays pending while the balance is already reduced. Pending withdrawals often wait for verification, a bonus condition or a payment detail check.
- Identity verification is incomplete or still under review.
- A bonus is still active and its conditions are not yet met.
- The withdrawal method differs from the deposit method used.
- The payment details contain a small error that needs correction.
- The request was split into several withdrawals, which are processed one by one.
- Open the withdrawal history and note the status of each request.
- Check whether any bonus remains active and what condition it carries for the player.
- Confirm that the payout method belongs to the player and matches the account name.
- Complete any missing identity step before contacting support.
- Avoid cancelling the withdrawal, because that can reset the queue position.
- Avoid sending a second request for the same amount while the first is pending.
- Keep screenshots of the withdrawal status and the payment details used.
- Send one message to support with the request reference and the screenshots.
- Wait for the reply before changing payment details, because edits can restart checks.
Contact support when the withdrawal stays pending after verification is complete and no active bonus or payment mismatch explains the wait.
Most of these problems disappear when the account name, payment details and documents match exactly from the first session, so set them up correctly before the first deposit.