You click the verification link or the deposit button and the screen freezes with a red error or a spinning wheel that never stops. The most common cause is a mismatch between the details on your account and the documents or payment method you are using.

Identity verification stuck or documents rejected

Players often see a message that their documents are under review for longer than expected or that the uploaded file is rejected.

• The photo is blurry, cropped or shows glare on the text.
• The document is expired or the corners are cut off.
• The name on the document does not match the account name exactly.
• The proof of address is older than the period the casino accepts.
• The file format or size is not supported by the upload tool.

1. Open the verification section of your account and note which document is marked as rejected.
2. Take a new photo in a well-lit room with the whole document visible.
3. Check that your full name, date of birth and address match your account details letter by letter.
4. Use a recent utility bill or bank statement that shows your name and address clearly.
5. Upload each file separately instead of combining several documents into one image.
6. Wait for the confirmation email before uploading the same document again.
7. If you changed your address, update it in your profile before sending new proof.
8. Remove any screenshots that hide part of the document with black boxes.
9. Make sure the file is in a common format such as JPG or PDF.
10. Check that the document is still valid on the day you upload it.
11. Avoid sending documents through chat unless the support agent asks for them.
12. Keep a copy of everything you send so you can refer to it later.
13. If the same document is rejected twice, ask which detail is unclear.
14. Contact support when you have uploaded correct documents and the status still shows as pending after a full review cycle.

Welcome bonus or free spins not credited

You finish the sign-up steps or enter a code and the bonus balance stays empty or the free spins do not appear in the game.

Players using a ruby fortune casino voucher code sometimes see the code accepted but the reward missing. At https://rubyfortune-ca.org the code must be entered exactly as given, with no extra spaces.

• The bonus code was typed with a capital letter or space that does not match.
• The deposit that triggers the offer was made before the code was entered.
• The offer was already used on a previous account or is not available for your account type.
• The free spins are tied to a specific game that you have not opened yet.
• The bonus has an expiry date and was claimed outside the window.

1. Open your bonus history and check whether the offer appears as active or expired.
2. Compare the code you entered with the one shown in the promotion, character by character.
3. If you have not deposited yet, enter the code in the bonus field before confirming the deposit.
4. If you already deposited, contact support before making another deposit.
5. Check the bonus section for a list of eligible games for the free spins.
6. Open the named game from the bonus page rather than from the game lobby.
7. Make sure you are logged in to the account that received the offer.
8. Look for a message that says the bonus is pending activation.
9. Complete any required profile fields that the bonus page lists.
10. Do not withdraw your deposit before the bonus is credited, as this may cancel the offer.
11. If you used a voucher code from a third party, stop and contact support with the code.
12. Write down the date and time you claimed the bonus for your own records.
13. Contact support if the bonus does not appear after you have completed all the steps above.

Deposit or withdrawal declined because of limits

The payment screen shows a message that the amount is above or below the allowed limit for your account or method.

• The amount is below the minimum the casino accepts for that method.
• The amount is above the maximum for a single transaction.
• Your account has a personal limit set by you or by the casino.
• The payment method itself has a lower limit than the casino allows.
• You have reached a daily or monthly cap on your account.

1. Check the deposit or withdrawal page for the minimum and maximum amounts shown next to the method.
2. Compare the amount you entered with those figures and adjust it.
3. If you set a personal limit, review it in your account settings and change it if needed.
4. Try a smaller amount first to confirm the method works.
5. If the amount is within the casino limits, check your bank or wallet limits in their own app.
6. Split a large withdrawal into smaller requests if the casino allows it.
7. Make sure you are not trying to withdraw more than your available balance.
8. Check that any active bonus does not restrict withdrawals until wagering is complete.
9. If the message mentions a daily cap, wait until the next day before trying again.
10. Remove any extra characters or spaces from the amount field.
11. Contact support if the amount is clearly within the displayed limits and is still declined.
12. Ask support which limit caused the decline so you can plan around it.
13. Keep a screenshot of the error message for your own reference.
14. Contact support when you have adjusted the amount to fit all limits and the payment is still refused.

Deposit left the bank but is not on the casino balance

Your bank shows the money as taken, but the casino balance has not changed and the deposit history is empty.

• The payment is still being processed between the bank and the casino.
• The deposit was sent to a different account or a closed account.
• The payment reference was missing or incorrect.
• The casino is waiting for a manual review of the transaction.
• The bank placed a hold that has not yet cleared.

1. Note the exact time and amount of the deposit from your bank statement.
2. Check your casino deposit history for a pending entry.
3. Refresh the page and log out and back in to update the balance.
4. Wait for the payment to move from pending to completed before trying again.
5. Do not make a second deposit for the same amount until the first one is resolved.
6. Take a screenshot of the bank transaction showing the amount and date.
7. Contact support and provide the screenshot, the amount and the time.
8. If support asks for a reference number, send the one from your bank statement.
9. Check that the deposit was made from an account in your own name.
10. If the deposit was made with a method that is not in your name, explain this to support.
11. Ask support to confirm whether the payment is visible on their side.
12. Keep all messages from support in one place.
13. If the casino cannot find the payment, ask your bank to trace it.
14. Contact support when the bank confirms the money left and the casino still shows no record after a full review.

The simplest habit that prevents most of these problems is to keep your account name, address and payment details identical everywhere and to enter any bonus code before you confirm a deposit.