You may think your documents were accepted because the upload bar turned green, yet the account still shows a pending review and blocks your cashout. That screen usually means a document was unreadable, expired, or did not match the name on the Ruby Fortune Casino account.
When identity checks stall or documents are rejected
The player sees a notice that verification is incomplete or that an uploaded file was not accepted, and cashouts stay locked. Common causes include:
- A photo that is blurred, cropped, or covered by glare.
- An ID that has expired or shows a different name spelling from the account.
- A proof of address that is older than the allowed period.
- A selfie taken in poor light or with part of the face hidden.
- Files sent in a format the upload tool cannot process.
Work through these steps:
- Open the profile area and find the verification section to see which item is marked as missing or rejected.
- Take a new photo of your ID on a flat, well-lit surface without flash.
- Ensure all four corners of the document are inside the frame.
- Check that the name, date of birth, and expiry date are fully readable.
- Use the same name spelling that appears on your Ruby Fortune Casino sign up record.
- For proof of address, use a recent document that shows your full name and home address.
- Cover sensitive numbers if the form asks you to, but leave your name and address visible.
- Upload each file separately instead of combining several documents into one image.
- Submit the selfie in daylight, looking straight at the camera with no hat or sunglasses.
- After uploading, wait for the status to change before sending the same file again.
- If a file is rejected, replace it rather than resubmitting the identical copy.
- Keep your contact details in the profile current so support can reach you.
- Start the https://rubyfortunesca.com/ verification before you request a withdrawal, not after.
- If two replacements of the same document are rejected, ask support to explain which detail failed.
Contact support when the rejection reason is not shown or when a correct document is refused more than twice.
Missing welcome bonus or free spins after sign up
The player finishes registration or a first deposit and sees no bonus in the balance, even though the offer was advertised. Likely causes are:
- The bonus code was not entered, or was typed with a mistake.
- The qualifying deposit was made before the bonus was selected.
- The offer had already been used on another account with the same details.
- A deposit method that does not qualify for the promotion was used.
- The bonus is waiting in a separate rewards area that was never opened.
Follow these steps:
- Sign in and open the promotions or rewards area to see whether the bonus is sitting unclaimed.
- Check your deposit history to confirm the payment was completed, not just started.
- Compare the amount you deposited with the minimum stated for the offer.
- Look for a field where the bonus code should have been entered during the deposit.
- If you missed the code, ask support whether the bonus can be applied manually.
- Confirm that the payment method you used is listed as eligible for the promotion.
- Review any free spins section separately; spins often arrive apart from the cash bonus.
- Make sure you have only one Ruby Fortune Casino account, since duplicates void offers.
- Check that your email address is confirmed, as some rewards are held until then.
- Look in your message inbox for a note about the bonus status.
- If the bonus is shown as active, open the game it applies to and confirm the balance updates there.
- Do not make a second deposit hoping to trigger the same offer before support replies.
- Take a screenshot of the offer and your deposit record for the support message.
- Send the details through the contact form and describe what you expected to receive.
- Ask for a clear answer on whether the bonus will be added or the deposit returned.
Contact support when the offer was clearly eligible and no bonus or spins appear after you have checked the rewards area.
Deposits or withdrawals declined because of limits
The player sees a message that the amount is above or below the allowed range, or that the account has reached a limit. Typical causes are:
- The amount is under the minimum or over the maximum for that payment route.
- A personal deposit limit set on the account is lower than the amount.
- Several attempts in a short period have hit a temporary cap.
- The withdrawal is larger than the amount currently available for cashout.
- The chosen method has a different limit from the one used for the deposit.
Use this sequence:
- Note the exact amount you tried and the method you selected.
- Open the cashier and read the limit shown next to that method before retrying.
- Adjust the amount to fit inside the displayed range.
- If you set a personal limit, check its value in the responsible play settings.
- Wait for any temporary cap to reset instead of repeating the same request.
- For a withdrawal, confirm that the available balance covers the amount after any pending bonus.
- Try a different eligible route if the current one has a lower ceiling.
- Split a large withdrawal into smaller requests only if the rules for the account allow it.
- Remove any bonus funds that are still locked if they are blocking the cashout.
- Check that your identity check is complete, since limits can apply until then.
- Close other browser tabs that may be holding an old cashier session.
- Refresh the cashier page and enter the amount again.
- Record the error message exactly as it appears.
- Send the message and the amount to support if the limit shown still blocks a valid request.
- Ask which limit applies and what amount would be accepted.
Contact support when the cashier shows a limit that contradicts the amount you are entering correctly.
Withdrawals that stay pending longer than expected
The player sees a withdrawal marked as pending while the balance has already been reduced. Frequent causes are:
- The identity check is not finished, so the request cannot be released.
- A bonus is still active and its conditions are not yet met.
- A payment method that requires extra confirmation was used.
- The request was made during a busy period and is queued.
- Details on the payment account do not match the player profile.
Take these steps:
- Open the withdrawal history and note the status and the time of the request.
- Check the verification area for any outstanding document.
- Confirm that no bonus remains active on the account.
- Compare the name on your payment account with the name on your profile.
- Make sure the payment method was one you used before for a deposit.
- Look for a message from support asking for extra information.
- Reply to that message with the requested file or detail.
- Do not cancel the withdrawal and resubmit it repeatedly, as this restarts the queue.
- If you must change the amount, cancel once and submit a single new request.
- Wait for the status to move to processing before sending a follow-up.
- Keep your contact email and phone number current so support can reach you.
- Use the phone browser to check the status if the desktop page does not refresh.
- Gather the request reference and the amount for your support message.
- Contact support if the status has not changed after the period shown in the cashier.
- Ask for the specific reason the request is held and what is needed to release it.
Contact support when the status remains pending beyond the timeframe shown and no request for documents has arrived.
Finish the identity check and confirm your bonus status before your first withdrawal, and most of these blocks never appear.