Your previous casino showed the same balance history in one place, but on Ruby Fortune the history looks incomplete — most often owed to identity verification not being finished. The screens may show a pending mark or a blank list until the account is fully confirmed.
Identity verification stuck or documents turned down
Players see a pending status on the verification screen or a message saying a document did not pass, and the account stays limited until it clears.
- The photo is blurry, cropped or taken at an angle, so the text cannot be read.
- The name on the document differs from the name typed on the account.
- The document has expired or the address shown is out of date.
- The file type or size does not match what the upload field accepts.
- A second document is needed but the screen does not make that clear.
- Open the account area and find the verification or KYC page linked to your profile.
- Compare the full legal name on your account with the name on the document.
- Take a fresh photo in daylight with the whole document inside the frame.
- Keep the corners visible and avoid glare from lamps or windows.
- Upload the front and the back if the document has information on both sides.
- Use a file type and size that the upload field accepts.
- If you moved, upload a document that shows the current address.
- Submit one set of documents and wait before sending more.
- Check the verification page for a new status message before retrying.
- Use a document that is still valid rather than one close to expiry.
Contact support when the status stays unchanged after a clear, correct upload and you have already retried once.
A withdrawal that stays pending longer than expected
The cashier shows the request as pending while the balance is already reduced, and the player cannot tell whether it is moving.
- Verification is not finished, so the payout is held back.
- A bonus condition is still attached to the balance being withdrawn.
- The payout details do not match the name on the account.
- The request was made after a change to the account details.
- A security review is open on the account.
- Open the withdrawal history and note the exact status shown.
- Check that identity verification is complete on the account.
- Review any active bonus and what it requires before the balance is released.
- Confirm the payout details carry the same name as the account.
- Make sure the request was not sent right after changing those details.
- Read the last account message for a security or document request.
- Cancel nothing unless you are sure; cancelling returns the money to the balance.
- If you cancel, fix the cause first, then submit one clean request.
- Keep one request open instead of creating several for the same amount.
- Watch the withdrawal history for a status change rather than the main balance.
- Leave the account untouched while a review is open.
Contact support when the status has not moved for longer than the cashier states and no message explains why.
Site or games that will not load on a phone
On a phone browser the page may freeze, show a blank screen or stop a game at the loading bar.
- A weak mobile connection drops the page before it finishes loading.
- The browser cache holds an old version of the page.
- Several tabs and open games use up the phone’s memory.
- A browser extension or private mode blocks scripts the game needs.
- The game itself is under maintenance while the rest of the site works.
Ruby Fortune casino mobile runs in the phone browser, so the browser settings matter more than anything else on the device.
- Switch between Wi-Fi and mobile data to see which one loads the page.
- Clear the browser cache and cookies, then reload the site.
- Close other tabs and games to free memory.
- Turn off content blockers or private mode for this site.
- Update the browser to its current version.
- Restart the phone and open the site again.
- Try a second browser to separate a site fault from a browser fault.
- Open a different game to see whether one title or the whole lobby is affected.
- On https://rubyfortune-ca.org, load a single game first and add others only after it opens.
- Note any error message shown on screen before retrying.
Contact support when one game fails in every browser while other games load, or when the whole site fails on more than one network.
Login refused or the account locked after failed attempts
The login screen refuses the password, or after several tries it locks the account and asks the player to recover it.
- The password was typed with the wrong keyboard language or case.
- The account is locked after a set number of failed tries.
- Two-factor authentication is on and the code arrives late or expires.
- The saved login in the browser is out of date.
- The email address used for the login is not the one registered.
- Type the password by hand instead of using the saved login.
- Check the keyboard language and the Caps Lock key.
- Use the password recovery link if the account is already locked.
- Open the recovery email and follow the reset link once.
- Set a new password you have not used on other sites.
- If two-factor authentication is active, request a fresh code and enter it promptly.
- Clear the browser’s saved login for the site before trying again.
- Confirm you are using the email address registered on the account.
- Wait out the lock period shown on screen before another try.
- Turn off any tool that fills in passwords automatically.
Contact support when the recovery email never arrives or the lock does not lift after the stated period.
Quick Reference
This table maps each problem to the cause most often behind it and the first thing to check.
| Problem | Usual cause | First check |
|---|---|---|
| Verification stuck or rejected | Unreadable or mismatched document | Compare the name on the account with the document |
| Withdrawal pending | Verification or bonus condition open | Read the withdrawal status and active bonus |
| Mobile page or game will not load | Browser cache, memory or connection | Clear the cache and switch network |
| Login refused | Wrong password or saved login | Type the password by hand |
| Account locked | Too many failed attempts | Use the password recovery link |
Work through the rows in order, because a verification problem can look like a withdrawal problem. A clear document photo fixes most verification cases before support is needed. A single clean withdrawal request is easier to trace than several small ones. Mobile faults are usually held in the browser, not in the account. Login trouble is often a saved password that no longer matches. Fixing the cause on the account page prevents repeat requests.
Keep your identity document and payout details current on the account, and most of these problems never reach support.