Your Ruby Fortune balance stays unchanged after a deposit because the payment confirmation did not reach the casino. This gap between bank and casino records is the most common cause of a missing deposit.
Welcome bonus and free spins not credited
You finish registration or a deposit and expect the welcome offer, but the balance shows no bonus and the free spins are absent. One of several conditions has not been met.
- The bonus code was missing or typed incorrectly at deposit.
- The deposit fell below the minimum the offer requires.
- The account already holds an active bonus, and offers do not stack.
- Some payment methods are excluded from bonus eligibility.
- Free spins need a separate activation in the promotions area.
- Open the promotions page and confirm that the welcome offer is still available to you.
- Compare the deposit you made with the minimum the offer states.
- Check that you entered the bonus code in the deposit form, not in a chat message.
- If you forgot the code, contact support before playing further.
- Look at your active bonuses list to see whether another offer is already running.
- Finish or cancel the active bonus before claiming a new one.
- For free spins, find the offer in the promotions area and press the activation button.
- Confirm that your payment method is not on the excluded list for that offer.
- Log out and back in so the balance refreshes.
- Load the page in a fresh browser tab if the bonus still does not appear.
- Check the bonus history for a record of the claim.
- Take a screenshot of the offer page and your deposit record.
- Contact support with the screenshot and the approximate time of your deposit.
- Wait for the reply before making another deposit for the same offer.
Contact support when the offer was active, the deposit met the minimum and the code was entered, yet no bonus appears.
Deposit taken by the bank but missing from the casino balance
Your bank shows the payment as complete, but the casino balance still reflects the amount before the deposit. The two systems have not yet matched the transaction.
- The payment is still moving between the bank and the casino.
- The deposit was sent to an expired payment page.
- The payment method requires manual review before funds are released.
- A browser refresh interrupted the return to the casino.
- The transaction failed on the provider side after the bank authorised it.
- Refresh the balance page once and wait before trying anything else.
- Keep the bank receipt or confirmation screen open for reference.
- Return to ca-rubyfortune.com and open the transaction history.
- Find the deposit entry and note its status label.
- If the status says pending, let the process finish without repeating the payment.
- If the status says failed, the funds should return to your bank automatically.
- Do not send a second deposit to fix the first one.
- Clear the browser cache if the balance page behaves oddly.
- Try the phone browser instead of a desktop if the page will not load.
- Note the exact time and amount shown on your bank statement.
- Compare that with the transaction history entry in the casino.
- Contact support with both records if the status stays unclear.
- Ask support to trace the payment reference from your bank receipt.
- Follow their instruction before making any new deposit.
Contact support once the bank shows the payment as complete and the casino history has no matching entry.
Withdrawal still pending after the expected period
The withdrawal request sits in a pending state while the balance remains reserved. Several checks must clear before the payment is released.
- Identity documents are still awaiting review.
- Bonus wagering conditions remain unfinished.
- The withdrawal method differs from the deposit method used.
- The account holds a pending bonus that blocks cash-out.
- A security review is open on the account.
- Open the withdrawal section and note the status of the request.
- Check whether any bonus is still active on the account.
- Complete the remaining wagering if a bonus is attached.
- Upload any identity document that the account still lacks.
- Make sure the document is clear and fully visible in the photo.
- Confirm that the withdrawal method matches a method you used to deposit.
- Remove any old withdrawal request that is no longer needed.
- Log out and back in to refresh the status display.
- Wait for the review to finish rather than submitting a second request.
- Keep the confirmation email or screen for your records.
- Contact support if the status has not changed after the review period stated for your account.
- Provide your account details and the withdrawal reference in the message.
- Follow any further document request promptly.
- Avoid depositing again while the withdrawal is under review.
Contact support when all documents are approved, no bonus is active and the request still shows pending.
Login fails or the account locks after wrong attempts
The login screen returns an error, or the account locks after several wrong password entries. The cause is usually on the access side rather than the account itself.
- The password was typed with a wrong keyboard layout or caps lock on.
- The username differs from the email address used at registration.
- Too many failed attempts triggered a temporary lock.
- Saved browser data is submitting an old password.
- Two-factor authentication is not being completed.
- Type the password slowly with caps lock off and the correct keyboard layout.
- Try the email address used at registration instead of a username.
- Clear the saved password for the site in your browser settings.
- Open the login page in a private window to avoid autofill.
- Use the phone browser if the desktop browser keeps failing.
- Complete the two-factor step if it appears after the password.
- Stop trying after several failures to avoid extending the lock.
- Use the password reset link sent to your registered email.
- Set a new password you have not used on other sites.
- Log in once with the new password and no other tabs open.
- Contact support if the lock message remains after the reset.
- Include your registered email and the exact error text in the message.
- Ask support to confirm the username on file before trying again.
Contact support when the password reset succeeds but the account still shows a lock message.
Keep your registered email and phone number current, and use the same payment method for deposits and withdrawals. That single habit prevents most bonus, deposit and withdrawal problems from starting.