Solve Login, Bonus, and Withdrawal Issues at Ruby Fortune

You click “Claim Bonus” or try to log in, and nothing happens—the bonus does not show, the screen stays frozen, or you see an error message. The most common cause is a verification step that was missed or incomplete.

Welcome Bonus or Free Spins Not Credited

After you make your first deposit, the bonus or free spins are not added to your account.

• The deposit was made with a method that is not eligible for the offer.
• The bonus code was not entered during deposit.
• The minimum deposit amount required for the promotion was not met.
• The account was not verified before claiming.
• The player already received the bonus on a previous account.

1. Log into your account and go to the promotions page to see if you must opt in.
2. Review the deposit history to confirm the amount and method used.
3. If a bonus code exists, write it down and repeat the deposit step.
4. Check your email or account messages for any note about the missing bonus.
5. Make sure your email address and phone number are confirmed.
6. Upload a government ID and proof of address if the account is not verified.
7. Wait up to a few minutes—some bonuses appear after a short delay.
8. Clear your browser cache and cookies, then try again.
9. If nothing works, contact support and mention the deposit time and method.

When to contact support: reach out if you have completed all steps and the bonus still does not show after an hour.

Cannot Log In or Account Locked

You enter your username and password, but the login fails or a message says the account is locked.

• You forgot the username or password.
• Too many failed login attempts triggered a temporary lock.
• The browser saved outdated login details.
• The account was deactivated for security reasons.
• You are trying to log in from a restricted country.

1. Click “Forgot Password” on the login page and follow the email instructions.
2. Check your spam folder for the reset email.
3. Use the correct username—it is not always your email address.
4. Wait 15 minutes after too many failed attempts before trying again.
5. Clear your browser cache, cookies, and saved passwords.
6. Try a different browser or device.
7. Make sure you are accessing the correct site—use https://ca-rubyfortune.com/ directly.
8. If you used a VPN, disable it or switch to a Canadian IP address.
9. If still locked, use the live chat to request an unlock after verifying your identity.

When to contact support: if you cannot unlock the account after 24 hours or did not receive a password reset email.

Withdrawal Pending Longer Than Expected

You requested a withdrawal, but it stays in “pending” status for several days.

• The account verification is not complete.
• The withdrawal method requires additional processing time.
• A wagering requirement on a bonus is still active.
• The withdrawal exceeds the daily or weekly limit for that method.
• The casino is reviewing the transaction manually.

1. Log into your account and check the verification status in your profile.
2. Provide any missing documents: a photo of your ID, a utility bill, or a payment method screenshot.
3. Review the active bonus terms—any wagering not met will delay the payout.
4. Cancel the pending withdrawal if allowed, then re-request a smaller amount.
5. Confirm the withdrawal amount is within the published limits.
6. Wait at least one full business day before taking further action.
7. Avoid making additional deposits while the withdrawal is pending, as this can extend the review.
8. Check if the casino has a specific processing day for your method.
9. If the status does not change after three business days, contact support with the withdrawal ID.

When to contact support: if the withdrawal remains pending for more than five business days without any update.

Deposit or Withdrawal Declined Due to Limits

You try to deposit or cash out, but the transaction fails with a message about limits.

• The amount is below the minimum or above the maximum allowed.
• The daily, weekly, or monthly limit for your account has been reached.
• The payment method has its own internal limits.
• The casino restricts the method for your country.
• The account has not been verified, so limits are stricter.

1. Check the cashier page for the current minimum and maximum limits per transaction.
2. Divide a large deposit into smaller amounts spaced over a few days.
3. For withdrawals, choose a different method if your preferred one shows a lower ceiling.
4. Verify your account fully—limits often increase after verification.
5. Review your transaction history to see if you hit a daily cap.
6. Use a method that the casino specifically supports for your region.
7. Set a lower limit in your account settings if the casino offers player-set limits, then reset it.
8. Wait until the next day if you reached a daily limit.
9. If you still get a decline, try a different payment method entirely.

When to contact support: if the decline persists after trying multiple methods and amounts.

A practical tip that prevents most of these problems: always complete your account verification before making any deposit or withdrawal request, and use the same personal details for all documents and payment methods.