Ruby Fortune Problems: Sign Up, Bonus Credits and Loading Issues

The document upload screen keeps returning players to the same page after a successful submission, and this loop is most often caused by a file that is too large or too blurry to read. The other common reason is that the name and address on the document do not match the details entered at Ruby Fortune casino sign up.

Identity checks that stall or come back rejected

Players see the identity step marked as pending or receive a notice that a document was declined, often more than once.

• A photo or scan that is cut off, dim or covered by glare
• The document shows an old address while the account holds a new one
• A file type or size that the upload page does not accept
• An expired ID card or proof of address older than the accepted period
• A name spelled differently on the account and on the paper

1. Take a fresh photo in daylight and place the document on a flat, dark surface.
2. Make sure all four corners and every line of text sit inside the frame.
3. Photograph the side of the ID that carries the portrait and the personal details.
4. For proof of address, show the full page with your name and the issuing date visible.
5. Enter your name exactly as printed on the document, including middle names.
6. Update your address in the profile before uploading a new proof of address.
7. Save the image as a common photo format and keep the file small enough to upload.
8. Upload one document at a time and wait for the confirmation message before the next.
9. If a scan is declined, compare it with the original and find the missing text.
10. Re-shoot rather than cropping an old picture, since cropping often removes the edges.
11. Check that the account does not already hold a document from an earlier attempt.
12. Submit any second document the player dashboard asks for, such as a utility bill.
13. Keep every upload confirmation in case the review needs to be reopened.
14. Use the same browser and connection for the whole session so the upload does not break.
15. Pause further withdrawals until the check shows as complete, since funds stay held.
16. Write down the date of each submission and which document it covered.

At ca-rubyfortune.com/, the identity step can also stall when a player changes the saved address while a review is open, so finish one change before starting another. When the same document has been declined twice with no clear reason, contact support and attach the image you sent.

Welcome bonus and free spins that never appear

The account opens without the expected bonus balance or extra spins, and the player sees a plain balance with no bonus line.

• The bonus code was typed with a wrong letter or left out at registration
• The first deposit was not the one that triggers the offer
• Spins sit inside the games area and not on the main balance
• An earlier welcome offer was already claimed on the same account or household
• The bonus was cancelled by accident when a game was closed

1. Open the bonus or promotions area of the account and look for an active entry.
2. Check the games section for free spins that are waiting to be started.
3. Recall whether a code was entered in the correct box at Ruby Fortune casino sign up.
4. Compare the details entered at registration with the ones on the payment used for the deposit.
5. Finish any open identity check, since a bonus can be held until the account is confirmed.
6. Look for a message asking the player to claim a bonus before playing.
7. Confirm that no other bonus is already running, as two offers rarely run together.
8. Log out and back in to refresh the bonus balance on screen.
9. Start each free spin game once, because some spins only activate when the game loads.
10. Keep a screenshot of the promotion page that was shown at sign up.
11. Note the deposit that should have carried the bonus and its reference number.
12. Spins that show a zero count may belong to a game the player has not opened yet.
13. Use the phone browser or a desktop browser to rule out a display fault.
14. Add the shortfall to the support message with the date and the code used.
15. Avoid making another deposit while the first one is still being reviewed.
16. Ask support to link the offer to the account if it was credited nowhere.

Once the original offer was cancelled or lost, contact support with the sign-up confirmation and the first deposit reference so the case can be checked.

Deposits taken by the bank but missing from the balance

The bank statement shows the payment as complete while the casino balance stays at its old figure.

• The payment is still travelling between the bank and Ruby Fortune
• The deposit landed on a different account held by the same person
• A failed attempt left a pending hold at the bank
• The payment went through a method that is slow to post
• The first deposit was held for an identity check

1. Refresh the balance page and log out, then log back in.
2. Find the deposit in the account history and note its status line.
3. Open the bank statement and compare the reference with the one in the history.
4. Allow the payment to move between institutions before acting further.
5. Check whether a second account exists with the same documents and look there.
6. Confirm the deposit was not sent to an old card or wallet no longer in use.
7. Keep a copy of the bank confirmation that shows the payment as settled.
8. Complete any open identity step, since a held deposit is released after review.
9. Do not repeat the deposit, as a second payment can double the amount taken.
10. Fill in the support form with the date, the amount and the reference exactly as shown.
11. Attach the bank statement section that covers the payment.
12. Ask the bank whether a pending authorisation is still holding the money.
13. Write to support again only after the payment has fully settled at the bank.
14. Stay signed in on the account so a credit can appear without a fresh login.
15. Treat a balance that moves after some hours as a normal late arrival.
16. Note any message from the cashier about a review before contacting anyone.

Support should be contacted when the bank marks the payment as settled, the history shows nothing, and a day has passed without a credit.

Pages and games that will not load on a phone

The lobby opens on a phone but a game stays on its loading screen, or the page breaks when the phone turns.

• A weak mobile signal or an unstable connection
• An outdated phone browser with old storage
• Several tabs and games open in the background
• An ad blocker or privacy tool blocking game files
• Old files stored from a previous visit

1. Move to a stable connection and reload the page in the phone browser.
2. Close other tabs and any games already running in the background.
3. Clear the browser history, cache and cookies, then sign in again.
4. Turn off any ad blocker or privacy extension for the session and retry.
5. Update the phone browser to its newest version.
6. Restart the phone to free memory before a long session.
7. Keep the phone in portrait mode if the page breaks when it rotates.
8. Load a single game first and let it finish before opening another.
9. Test with a second browser to see whether the fault follows the browser.
10. Switch off any data saver that compresses pages and images.
11. Free storage space, since a full phone can stop the browser from caching files.
12. Check that the phone has the latest system update installed.
13. Avoid switching networks while a game is loading.
14. Reduce the number of open browser tabs to a few.
15. Try again after a short break, as a busy game server can serve other titles meanwhile.
16. Note the game name, the browser and the exact message shown.
17. Use the phone browser only, keeping the page in one tab.

Contact support when one game fails on two browsers and two networks while other games open, or when the lobby itself will not load.

Players in Ontario deal with a separate lobby through the ruby fortune ontario route, so a game missing there is not a fault on the main page. Sign in once a month and remove old devices from the account to keep every check and payment moving.