You enter your Ruby Fortune login details and see “Account Locked” or “Login Failed” on the screen. The most common cause is entering the wrong password multiple times or an incomplete identity check.
Identity Verification (KYC) Stuck or Documents Rejected
You upload your ID or proof of address, but the status stays “Pending” or you get a rejection notice.
- Blurry or cropped document photo
- Document expired (shows a past date)
- Name on document does not match the account name
- Address proof does not show your full name and current address
- File format not accepted (e.g., PDF where only images are allowed)
- Check that the name on the document matches your Ruby Fortune account exactly. No nicknames or middle initials if they are not on the account.
- Take a new photo in good light. Hold the camera steady so the text is sharp.
- Include all four corners of the document in the frame.
- Use a colour image if possible. Black-and-white copies are often rejected.
- For address proof, use a utility bill or bank statement from the last three months. The date must be visible.
- Make sure the address on the document is the same as the one you entered during registration.
- Save the file as a JPG or PNG. Keep the file size under 5 MB.
- Log in and go to the verification section. Remove the old rejected file.
- Upload your new document and wait for the review.
- If you use a mobile browser, take the photo directly from the upload screen. Do not take a photo with a camera app and then upload it later.
- Do not edit the document in any software. The original file is required.
- If you changed your name recently, provide a marriage certificate or name change order together with the ID.
- Contact support if you still see a rejection after following these steps. Tell them exactly which document you uploaded and what the rejection message said.
Cannot Log In or Account Locked After Failed Attempts
You see “Invalid username or password” or a lock symbol after several attempts.
- Wrong email or username used
- Caps Lock is on
- Password typed with extra spaces
- Account temporarily locked after multiple failed logins
- Duplicate account created with a different email
- Double-check that you are using the correct email address. Look at your registration confirmation email.
- Type your password in a text editor first to see if it looks correct. Then copy and paste it.
- Turn off Caps Lock. Passwords are case-sensitive.
- Remove any spaces before or after the password when pasting.
- Wait 30 minutes if the account is locked. The lock usually lasts a short time.
- Use the “Forgot Password” link on the login page. Check your email for a reset link.
- Set a new password that you have not used before on this account.
- Log out of any other devices where the account might be open.
- Clear your browser cache and cookies. Close and reopen the browser.
- Try a different browser or device. Sometimes browser extensions block the login.
- If you play on mobile, go to the site via the phone browser. Do not use an app.
- Check if you have a second account. You can only have one account per person. Contact support to merge or close duplicates.
- If none of these work, contact support with your registered email address. Ask whether the account is still locked or needs a manual reset.
Withdrawal Pending Longer Than Expected
Your withdrawal shows “Pending” or “Processing” for days and the money has not arrived.
- Verification not completed yet
- Withdrawal requested during a weekend or public holiday
- Wrong withdrawal amount or method selected
- Bonus wagering requirement not fully met
- Previous withdrawal still in processing
- Log in and check your account status. Look for any pending verification request.
- Complete your KYC documents first if they are still missing. The withdrawal cannot proceed until verification is done.
- Go to the cashier and confirm that the withdrawal method is the same one you used to deposit. Some methods require the same method for withdrawal.
- Check your bonus section. Any active bonus may have wagering conditions that block the payout.
- If you cancelled a withdrawal earlier, wait the full period before requesting a new one.
- Do not request multiple withdrawals at once. Cancel any pending ones and submit one single request.
- Ensure the amount is within the minimum and maximum limits for your chosen method.
- If you are in Canada, Ruby Fortune Canada processes withdrawal requests in order of submission. Newer requests wait behind older ones.
- Use Ruby Fortune login for a fast and secure casino experience on your mobile device.
- Check that your account email is verified. A verified email is often required before a payout.
- Look in your spam folder for any communication from the casino about the withdrawal.
- If you changed your withdrawal method after the request, cancel the old one and submit a new request with the correct method.
- Contact support with your withdrawal ID and ask for an update. Mention any deadlines you are facing.
Deposit Left Bank but Not on Casino Balance
Your bank statement shows the money was taken, but the Ruby Fortune balance did not increase.
- Payment processor delay (bank or card issuer)
- Incorrect deposit reference or account number
- Deposit amount below the minimum required
- Temporary system delay during maintenance
- Currency mismatch between the payment method and the casino account
- Wait at least a few hours. Some payment methods take time to clear.
- Log in and check the transaction history. See if the deposit shows as “Pending” or “Failed”.
- If it shows “Pending”, wait until it changes to “Completed”. This can take longer during weekends.
- If it shows “Failed”, the money will return to your bank or card within the standard processing time for your method.
- Check that the deposit amount meets the minimum for that method. If it is too low, the system rejects it.
- Confirm that your casino account currency matches the currency of your payment card or bank account.
- Do not make a second deposit while the first one is still pending. This causes confusion.
- Take a screenshot of the bank statement showing the charge, including the date and amount.
- Log out and log in again. Sometimes the balance updates only after a fresh login.
- Use a different payment method for now. Consider a method that works instantly, such as an e-wallet.
- If you are on mobile, use the browser version because some payment screens work better there.
- Contact your bank or card issuer and ask if the transaction was authorised and sent to the merchant.
- Contact support with the screenshot and the bank reference number. Request a manual credit to your casino account.
To prevent most issues, complete your identity verification and confirm your email before you make your first deposit.