«Why is my Ruby Fortune bonus not showing and my account acting up?» Players often see a verified bonus vanish, a deposit fail to land, or a login refused, and most cases trace back to an unfinished identity check or a small mismatch in the details on file.
KYC checks stuck or documents rejected
The player uploads ID or proof of address and the status stays pending or flips to rejected without a clear reason.
- The photo is blurred, cropped or shows glare across the text.
- The document has expired or shows a corner cut off.
- The name on the document differs from the name on the account.
- The address proof is older than the provider accepts or shows another person.
- The file format or size does not match what the upload form takes.
- Open your profile and find the verification section so you know which document is still outstanding.
- Take a fresh photo in daylight with the whole document inside the frame.
- Keep all four corners visible and avoid shadows from your hand or phone.
- Check that the name, date of birth and address match your account details exactly.
- Upload proof of address that shows your name and current address clearly.
- Use a file type the form accepts, such as a common image or PDF format.
- Submit one document at a time so a rejection points to the right file.
- Wait for the review to finish before uploading replacements, since duplicates slow the queue.
- If a document is rejected, compare it with the reason given and fix only that issue.
- Keep the original files saved so you can resend them if needed.
- Contact support when a document is clearly legible and still rejected, or when the check has stayed pending far longer than the stated review window.
A deposit left the bank but not the casino balance
Money shows as taken on the bank statement while the casino balance and bonus progress stay unchanged.
- The payment is still being confirmed between the bank and the provider.
- The deposit went to an account that is not the one you are signed in to.
- A bonus code was entered wrongly, so the payment posted without the bonus.
- The bank flagged the transaction for a routine security check.
- The payment was declined partway and the bank is holding the amount.
- Refresh the balance and the transaction history before doing anything else.
- Compare the amount and reference on your bank statement with the casino history.
- Confirm you are signed in to the same account you deposited to.
- Check whether the bonus code was typed exactly, with no extra spaces.
- Give the payment provider a short window to confirm before retrying.
- Do not send a second deposit straight away, since the first may still post.
- Capture a screenshot of the bank entry and one of the casino history.
- Keep both timestamps visible so support can match the two records.
- Review your bonus progress after the payment confirms, because some offers need a separate opt-in.
- Players in Canada sometimes hit extra bank checks on cross-border payments, so allow for that step.
- Reach out to Ruby Fortune bonus support with both screenshots when the payment is confirmed by the bank but absent from the balance after the stated window.
Login refused or account locked after failed attempts
The player types the password, gets an error, and after a few tries the account is locked or the reset email never arrives.
- The password was typed with a wrong capital letter or a stray space.
- Too many failed attempts triggered a temporary lock.
- The email used at sign-up is no longer accessible.
- Two-factor codes are going to an old phone number.
- A saved password in the browser is out of date.
- Stop retrying once the lock message appears, since more attempts extend it.
- Clear the saved password for the casino in your browser or password manager.
- Type the password by hand and check the keyboard language and caps lock.
- Use the password reset link and open the email on the same device.
- Check the spam and promotions folders if the reset message does not appear.
- Set a new password that you have not used on other sites.
- Reopen the two-factor setup and move codes to a phone you can reach.
- Turn off any VPN or proxy that changes your apparent location.
- Try the phone browser if the desktop browser keeps failing.
- Contact support when the reset email never arrives or the lock persists past the stated period, and mention that the ruby fortune login keeps failing.
Keep your account name, address and payment details identical everywhere, and finish identity checks early, so most bonus, deposit and login problems never start.
