“I deposited but my balance did not change” is the message most players send after a payment leaves their bank. The usual cause is a payment still being confirmed between the bank and the casino, so the balance only updates once that confirmation lands.

Deposit sent but the balance stays the same

The player sees the money gone from the bank account while the casino balance shows the old figure.

• The bank has not finished sending the payment.
• The payment was sent to a different account than the one registered.
• A card or bank block stopped the transfer midway.
• The deposit was made while the account was not fully set up.
• The payment reference was entered with a typo.

1. Stay on the page or reopen the cashier and refresh the balance once.
2. Note the exact time the bank shows the outgoing payment.
3. Open your bank statement and copy the payment reference exactly as shown.
4. Compare that reference with the one in your Ruby Fortune transaction history.
5. Check that the account details used for the payment match your profile name.
6. Look at your profile to confirm the account is fully registered and not limited.
7. Close the browser tab and open the cashier again from a fresh session.
8. Try a small test deposit only if the first payment is fully confirmed by the bank.
9. Keep a screenshot of the bank line and the casino history side by side.
10. Do not repeat the same deposit several times in a row, since duplicate payments are harder to trace.
11. Send one message to support with the reference, the time and the screenshots.
12. Wait for the reply before sending any further payment.

Contact support when the bank confirms the payment is complete and the balance still shows nothing after you have refreshed once.

Welcome bonus or free spins missing after sign-up

The player registers or deposits and sees the normal balance, but no bonus funds or spins appear.

• The bonus code was not entered at the right step.
• The minimum qualifying deposit was below the level the offer needs.
• The account was opened before the offer started.
• An earlier bonus on the same account still blocks a new one.
• The deposit method used does not qualify for the offer.

1. Open your bonus history and see whether the offer is listed as active or expired.
2. Confirm the deposit that should trigger the offer actually completed.
3. Check whether the bonus code was typed after the deposit rather than before.
4. Compare the deposit size with the condition stated for the offer.
5. Look for an older bonus still open, because one offer at a time is common.
6. Ask whether your payment method is excluded from bonus eligibility.
7. Note whether you registered through a Ruby Fortune bonus link sent by email or shown on a partner page.
8. Take a screenshot of the offer as you saw it when you signed up.
9. Write down the date and time of registration and of the deposit.
10. Send support the screenshot, the deposit reference and your username.
11. Do not spend the missing bonus expectation by making more deposits.
12. Reply to support with any extra detail they request in one message.
13. Keep playing only with funds you can see in your balance.

Contact support when the offer was active at sign-up, the deposit met the stated condition and nothing appears in the bonus history.

Identity check stuck or documents rejected

The player uploads documents and the account stays in a pending state or the files are marked as not accepted.

• The photo or scan is blurred, cropped or shows glare.
• The document has expired or the corners are cut off.
• The name on the document differs from the profile name.
• The address proof is older than the period the check accepts.
• Only one side of a two-sided document was uploaded.

1. Open the verification section and read the status shown for each document.
2. Retake the photo in daylight with the whole document inside the frame.
3. Keep all four corners visible and avoid shadows across the text.
4. Upload the front and back when the document has two sides.
5. Match the spelling of your name exactly to the document.
6. Use an address proof that shows your name and current address.
7. Send each document as a separate, clearly named file.
8. Compress files that are too large to upload without losing detail.
9. Check that the file type is one the upload form accepts.
10. For players in Canada, the rules for ruby fortune ontario accounts can differ, so mention your province in the message.
11. Visit www.rubyfortune-ca.org to see how the identity check is described for players in Canada before you resend files.
12. Wait for the review result before uploading the same document again.

Contact support when a document is rejected twice with no stated reason or the check has not moved after a fresh upload.

Withdrawal pending longer than expected

The player requests a payout and the status sits on pending while the balance is already reduced.

• The identity check is not complete yet.
• Bonus funds are still in play or their conditions are unmet.
• The payout method differs from the deposit method used.
• A first payout is reviewed more closely than later ones.
• A pending request blocks a second withdrawal.

1. Open the withdrawal history and read the status shown for the request.
2. Confirm the identity check is marked as complete.
3. Check whether any active bonus still holds part of the balance.
4. Use a payout method in your own name that matches your deposit route.
5. Cancel nothing yet; a cancelled request can lose its place in the queue.
6. Make sure no second withdrawal request is open on the account.
7. Look at your profile for any message asking for extra documents.
8. Answer any document request in one message with clear files.
9. Note the reference of the withdrawal for your records.
10. Avoid changing your bank details while the request is pending.
11. Send support one message with the reference and a short description.
12. Keep the chat or email thread in one place so the history stays readable.

Contact support when the identity check is complete, no bonus is active and the request still shows pending with no message on the account.

Quick Reference

The table shows which first check fits each problem before you write to support.

Most cases trace back to one detail entered differently from the document or the bank record. Fixing that detail first saves a round of messages. A single clear screenshot tells support more than a long description. Repeated deposits or repeated uploads slow the review instead of speeding it up. Keeping one message thread per issue keeps the history easy to follow. Players in ruby fortune canada accounts should mention their province, because regional rules can change what a check needs.

Before you deposit or claim any offer, make sure your profile name and address match your documents exactly; that one habit prevents most deposit, bonus, identity and withdrawal problems from starting at all.