Ruby Fortune Problems: Missing Bonus, Pending Withdrawal, KYC and Deposit Fixes

You are staring at a bonus screen that reads zero free spins, or at a welcome offer that never landed on your balance after you claimed it. In most cases the cause is a claim that was never fully confirmed or a first deposit that did not carry the bonus code.

A welcome bonus or free spins that never arrived

You finished the sign-up, deposited, and the bonus screen still shows nothing credited.

• The bonus code was typed with a typo or left out at deposit.
• The deposit was made without opting in to the welcome offer first.
• Free spins were credited to a specific game rather than the general balance.
• The bonus was already claimed on another account held by the same player.
• Part of the deposit came from a payment source the offer does not accept.

1. Log back into your account and open the bonus section, not the cashier, to see whether the offer sits in a pending or active state.
2. Check that your first deposit met the minimum the welcome offer requires for new players.
3. Confirm the bonus code field was filled before you pressed deposit, not after.
4. Look at the free spins counter inside the game itself, because spins often appear there and not on the main balance.
5. If you fund through a wallet or prepaid source, repeat the deposit with a method the offer lists as eligible.
6. Make sure you have only one account, since duplicate accounts void a welcome offer.
7. Read the bonus screen for any condition the offer places on your country of residence.
8. Take a screenshot of the bonus screen and the deposit receipt while both are still fresh.
9. Close the tab fully and log in again through the phone browser to refresh your balance view.
10. If a ruby fortune bonus was promised by a promo email, match the exact code from that email letter by letter.
11. Wait for the deposit to settle on your statement before you claim the offer again.
12. Avoid claiming a second welcome offer while the first is still unresolved.
13. Note the date and time of the deposit, which support will ask for first.
14. Contact support the same day through the live chat inside https://rubyfortunesca.com/, the official ruby fortune casino canada site, if nothing appears after these checks.

Reach out to support when the deposit has settled and no bonus or spin counter has moved for a full day.

A withdrawal that stays pending longer than expected

Your withdrawal shows as pending in the cashier and the balance has not moved to your payment account.

• Identity verification is incomplete, so the request is held.
• An active bonus still has wagering attached to your balance.
• The withdrawal was sent to a payment source that differs from the deposit method.
• Your bank or wallet is holding the incoming transfer on its own side.
• The request sits in a queue that only clears during working hours.

1. Open the withdrawal history and note whether the status says pending, processing or completed.
2. Check the bonus section for any offer still running on your account, because most withdrawals wait for it to finish.
3. Complete any outstanding wagering on the bonus before you expect the payout to move.
4. Confirm your identity documents have already been accepted, not just uploaded.
5. Match the withdrawal destination to the method you used for the deposit.
6. Remove any unused bonus balance if the casino allows you to forfeit it and release the cash.
7. Log into the payment provider you chose and look for an incoming transfer under your own account.
8. Take a screenshot of the pending withdrawal showing its reference number.
9. Do not submit a second withdrawal while the first is still pending.
10. Check that your account details, name and address match the identity documents on file.
11. If the status has not changed after the stated handling period, gather your deposit history for the same account.
12. Write one clear message describing the pending request and its reference number.
13. Avoid sending the same request to support twice, as this slows the review of your case.
14. Keep playing only with money you do not need while the payout is under review.
15. Contact support when the request is still pending after its normal handling window has passed with no status update.

Contact support once the pending status has outlasted the normal handling window and your documents are already accepted.

Identity verification stuck or documents rejected

The verification screen shows your upload as rejected or has sat in review with no change.

• The photo was blurry, cropped or taken at an angle.
• A corner of the document was covered by a finger or reflection.
• The name on the document does not match the name on the account.
• The document has expired or the address proof is older than the casino accepts.
• The file format or size was not supported by the upload form.

1. Open the verification page and read the exact rejection reason attached to the document.
2. Retake the photo in daylight with the full document visible edge to edge.
3. Make sure no glare, shadow or finger covers any part of the text.
4. Upload the document in the format the form accepts, such as an image rather than a scan.
5. Use a proof of address that shows your name and current address clearly.
6. Check that the spelling of your name matches the account exactly, including middle names.
7. Send a document that is still valid and not close to its expiry date.
8. Upload each requested document once; duplicates confuse the review queue.
9. If you changed address recently, update your account details before uploading the new proof.
10. Keep your account open in the phone browser so you can re-upload without logging in again.
11. Note the date of each upload so you know when the review window started.
12. Do not create a second account to get around a rejected document.
13. Take screenshots of the rejection messages before you resubmit.
14. Contact support when a document is rejected twice without a clear reason stated on screen.

Get in touch with support when the same document has been rejected twice and the reason on screen does not match what you sent.

A deposit that left the bank but not shown on the balance

Your bank statement shows the payment as taken, but the casino balance has not changed.

• The payment is still in transit between your bank and the casino.
• You deposited into a separate bonus wallet that uses its own balance.
• The deposit was flagged for a routine review before it was added.
• The transaction was sent to an old or incorrect payment reference.
• The bank reversed or held the transfer after it left your account.

1. Refresh the cashier after a few minutes and check the transaction history, not just the main balance.
2. Look at the bonus wallet separately, because some deposits land there first.
3. Open your bank statement and confirm the payment is marked as completed rather than pending.
4. Check the payment reference on the bank entry against the one the casino issued.
5. Log out and back in through the phone browser to clear a cached balance.
6. If the deposit was small, test with a fresh payment only after the first is confirmed, never twice in a row.
7. Confirm no card or wallet limit stopped the transfer after it left your bank.
8. Look for a review message inside the cashier rather than in your email inbox.
9. Keep the bank receipt and the casino transaction entry side by side.
10. Contact your bank to ask whether the transfer was held or returned.
11. Do not repeat the deposit a third time while the first remains unresolved.
12. Screenshot the cashier history showing the missing entry.
13. Write down the amount, method and exact time of the transfer for support.
14. Contact support with both the bank receipt and the cashier screenshot when the payment shows completed at your bank but nowhere on the balance.

Reach support once your bank marks the payment completed and the casino history still has no matching entry.

Most of these problems trace back to one habit: claim a bonus or send a deposit only after your identity checks are done, and keep a screenshot of every transaction until the money settles.