Ca-rubyfortune.com Problems: Bonus, Login, KYC and Limit Fixes

“Why was my welcome bonus not credited?” appears on screen as a zero balance after a first deposit, and the most common cause is that the deposit or bonus code did not meet the offer’s conditions. A locked login or a declined withdrawal can follow the same pattern, because one unmet condition blocks the next step.

Welcome bonus and free spins not credited

The player sees the deposit taken but no bonus or spins in the balance.

• The bonus code was missing or typed with a typo.
• The deposit was made before the bonus was selected.
• The payment route used is excluded from the offer.
• A previous bonus is still active and blocks a new one.
• The account is not yet verified for withdrawals.

1. Open the promotions page and re-read the steps for the welcome offer.
2. Compare the code you entered with the code shown on that page, letter by letter.
3. Check that the deposit was made in the same session as the bonus selection.
4. Look at your balance history to confirm the deposit was recorded.
5. If a previous bonus is active, finish or cancel it before starting another.
6. Complete any identity check that the account still shows as pending.
7. Log out and back in on the phone browser to refresh the balance.
8. Take a screenshot of the deposit and the missing bonus for your records.
9. Note the date and the reference of the deposit for support.
10. Contact support only after these checks, and send the screenshot with the deposit reference.

Reach support when the deposit reference is confirmed but no bonus appears after all checks.

Login blocked or account locked after failed attempts

The player sees a message that the account is locked or the password is not accepted.

• Too many wrong password entries triggered a temporary lock.
• Caps lock or a phone keyboard changed the password characters.
• The email address is different from the one used to register.
• A password reset was started but not completed.
• Two-factor authentication is waiting for a code.

1. Type the password in a notes field first to see exactly what you are entering.
2. Turn off caps lock and check the keyboard language on the phone.
3. Use the full email address registered on the account, not an alias.
4. Start a password reset and complete it in the same browser session.
5. If a two-factor code is requested, enter it before it expires.
6. Close other tabs on the phone browser that may hold an old session.
7. Clear the browser cache for the ruby fortune online site only.
8. Try a different browser on the same phone.
9. Wait for the lock period to pass before trying again, to avoid a new lock.
10. Contact support with your username and the time of the last login attempt when the lock returns.

Ask support to unlock the account only after the password reset and the browser checks have failed.

KYC stuck or identity documents rejected

The player sees a pending verification status or a rejection notice for an uploaded document. In ca-rubyfortune.com, the verification queue reviews each document against the registered details.

• The photo is blurred, cropped or shows glare.
• The document is expired or a corner is missing.
• The name on the document differs from the account name.
• The address document is older than the allowed period.
• A selfie does not match the photo on the ID.

1. Retake the photo in daylight with the whole document visible.
2. Check that all four corners and the text are sharp.
3. Use the original document, not a photocopy or a screen photo.
4. Match the name spelling exactly to the account profile.
5. Upload the address document from a recent period as the offer requires.
6. Submit one document at a time and wait for the status to change.
7. Remove any case or cover from the document before the photo.
8. For a selfie, face the light and keep the ID beside your face.
9. Re-upload only the document that was rejected, not all of them.
10. Contact support with the rejection message when a clear document is refused again.

Write to support when a sharp, valid document is rejected more than once.

Deposit or withdrawal declined because of limits

The player sees a decline message at the cashier with no clear reason on screen.

• The amount is above the limit set for the account.
• The payment route has its own limit per transaction.
• A withdrawal is blocked while a bonus is still active.
• The account has not completed verification for withdrawals.
• The deposit route and the withdrawal route do not match the operator’s rule.

1. Check the amount against the limit shown for your account level.
2. Try a smaller amount to confirm the limit is the cause.
3. Finish or cancel any active bonus before withdrawing.
4. Complete identity verification if the cashier shows it as pending.
5. Use a deposit route that the operator accepts for the withdrawal.
6. Check that the payment route itself allows the amount.
7. Split the request into amounts inside the limit if the rule allows it.
8. Note the exact decline message and the amount for support.
9. Try the request again after the limit period resets.
10. Contact support with the decline message when the amount is inside the limit and the decline repeats.

Ask support to explain the limit that applies to your account when the decline has no visible cause.

Quick Reference

The table below lists the first check for each problem before you contact support.

A missing bonus is often a code problem, so the code is the first thing to compare. A login lock comes from repeated wrong entries, and waiting is part of the fix. Document rejections usually come from photo quality, not from the document itself. Limit declines are about the amount or the account state, so a smaller amount or a finished bonus clears many of them. The ruby fortune casino cashier shows the current limit for your account, and the decline message names the rule that blocked the request. The ruby fortune flash casino pages load in the phone browser, so a stale session there can hide a bonus or a status change until you refresh.

Keep the name and address on your account identical to your identity documents, and finish verification before your first withdrawal, because that one habit prevents most bonus, login and limit problems.