Ruby Fortune Withdrawal, Login and Verification Problems Fixed
Many players assume a pending withdrawal simply needs more time, but that belief leaves their money sitting in limbo while the cashier shows the same pending status for days. The most common cause is an unfinished identity check or a payment detail that does not match the account name.
Withdrawals sitting in pending status
The player sees a withdrawal marked as pending in the cashier while the balance has already been deducted and nothing arrives.
- Identity verification has not been completed or a document is still under review.
- The payout method does not match the method used for the deposit.
- The account name and the payment account holder name differ.
- A bonus is still active and its play conditions are not finished.
- A routine security review has flagged the account for manual handling.
- Open the cashier and note the exact status shown next to the withdrawal.
- Confirm that your identity documents have been submitted and accepted.
- Check that the payout method is the same one you used to deposit.
- Compare the name on your account with the name on the payment method.
- Review any active bonus and whether its play conditions are complete.
- Clear your phone browser cache and reload the cashier to rule out a display error.
- Take a screenshot of the pending withdrawal with its reference number.
- Gather a recent statement for the payment method involved.
- Send a message to support with the screenshot and the statement attached.
- Keep the withdrawal pending; do not cancel it while the review runs.
- Wait for the support reply before starting a second withdrawal request.
Contact support once the withdrawal has stayed pending through a full support cycle and you have the screenshot and statement ready.
Locked account and failed login attempts
The player types the password and sees an error message, then a locked notice after several tries.
- The password was typed with the wrong keyboard language or caps lock on.
- Too many failed attempts triggered a temporary lock.
- The email address on the account was mistyped at sign-up.
- Browser autofill is entering an old password.
- A 2FA code has expired or was generated for another account.
- Stop trying the password; each failed attempt extends the lock.
- Wait for the lock to clear, then type the password slowly by hand.
- Disable browser autofill and clear the saved password for the login page.
- Check caps lock and the keyboard language before the next try.
- Use the password reset link sent to the email address on the account.
- Open the reset email in the same browser you use for play.
- If the reset email does not arrive, check the spam folder and the exact address typed.
- Request a fresh 2FA code if the old one has expired.
- Use the phone browser in private mode to rule out a cached session.
- Write to support from the email address registered on the account.
Ruby Fortune support can unlock the account and confirm the registered email, so send the request from that address with your player ID. Players in Ontario reach the same support channel through www.ca-rubyfortune.com, and the reply confirms the lock status.
Contact support when the reset email never arrives or the lock persists after the waiting period.
Deposits and withdrawals declined by limits
The player enters an amount and the cashier returns a message that the figure is outside the allowed range.
- The amount is above the maximum allowed for a single transaction.
- The amount is below the minimum accepted for the chosen method.
- The deposit would push the balance past the account ceiling.
- The method itself carries a lower cap than the account limit.
- A bonus condition restricts the size of the next transaction.
- Read the exact wording of the decline message on screen.
- Note whether the message refers to the method or to the account.
- Try a smaller amount to test whether the upper cap is the issue.
- Try a larger amount to test whether the lower cap is the issue.
- Switch to a different payment method if its cap is the cause.
- Check whether a bonus is active and whether it limits the next transaction.
- Confirm that the new balance would stay inside the account ceiling.
- Split a large withdrawal into several requests only if the cashier allows it.
- Take a screenshot of the decline message and the amount entered.
- Send the screenshot to support with the method name and the amount.
- Wait for the support reply before retrying the same amount.
Contact support when the decline message names a limit that does not match the amount you entered.
Stuck identity checks and rejected documents
The player uploads a document and sees it rejected or the verification status stuck on pending for a long period.
- The photo is blurred, cropped or shows glare across the text.
- The document has expired or the details do not match the account.
- Only one side of a two-sided document was uploaded.
- The file format or size falls outside what the upload accepts.
- The document was uploaded from a different device and did not finish.
- Open the document section and read the reason given for the rejection.
- Photograph the document again in daylight with all four corners visible.
- Make sure no glare or shadow falls across the text and photo.
- Upload both sides of the document if it has two sides.
- Check that the name and date on the document match the account details.
- Use a fresh document if the one on file has expired.
- Save the file in a common image format and keep the size within the upload limit.
- Upload from a stable connection and wait for the confirmation on screen.
- Do not upload the same document repeatedly; each upload resets the review.
- Keep a copy of every document you send.
- Send the copies to support only if the status remains pending after a new upload.
Contact support when a correctly photographed document is rejected without a stated reason.
Quick Reference
The table below maps each symptom to its usual cause and the first check to run.
| Problem | Usual cause | First check |
|---|---|---|
| Withdrawal pending | Unfinished identity check | Document status in the account |
| Login locked | Repeated failed attempts | Waiting period on the lock |
| Transaction declined | Amount outside the method cap | Decline message wording |
| KYC stuck | Blurred or expired document | Rejection reason on the upload |
| Bonus not released | Play conditions unfinished | Active bonus in the cashier |
The pending withdrawal row points to identity checks because payouts stall most often when a document is missing, not because the request is lost. The locked login row reflects failed attempts rather than a forgotten password, so waiting before retrying matters. Limit declines usually come from the method cap, so the decline wording tells you which figure to change. A stuck identity check almost always means the photo quality failed, not that the document is invalid. The bonus row reminds players that an active bonus can hold a withdrawal until its conditions finish. Ruby Fortune players in Canada and Ontario see these same entries in the cashier, so the first check applies wherever the account was opened.
The fastest way to avoid all of this is to finish identity verification and add a payment method in your own name before your first withdrawal.



