It is a quiet weekday morning, and you open the site on your phone before work to take care of one quick task. The screen shows a spinning document check that never finishes, or a message that your papers were refused, and the usual cause is an image that is blurry, cropped or older than the details on your account. The same pattern of misread images and mismatched details sits behind most stuck identity checks at any online casino.
Identity verification stuck or documents rejected
You upload a document and the status stays pending for hours, or the review comes back with a rejection and no clear reason.
- A photo taken in low light, with glare or with the document corners cut off
- Details on the document that differ from the name, address or birth date on the account
- An expired document or a partial page instead of the full page
- A selfie that does not clearly match the photo on the ID
- Several uploads of the same file, which can split the review
- Lay the document flat on a plain surface in daylight before you photograph it.
- Keep all four corners of the document inside the frame.
- Check that the text is sharp, not blurred or covered by a reflection.
- Match the name spelling on the account to the document letter by letter.
- Confirm that the address you entered is the current one on the proof of address.
- Use a document that is still valid and shows a visible expiry date.
- Take the selfie facing a window, with your whole face and no filter.
- Upload each document once and wait for the review to finish.
- Restart the phone browser if the upload button does nothing.
- Clear the browser cache if the upload stalls at the last step.
- Switch from mobile data to a home network if the file fails to send.
- Write down the date of each upload so you can describe the timeline to support.
- Reply to a rejection with a new, clean copy rather than the same file again.
- Contact support when a clean upload is rejected twice with no reason given.
Ring support when a clean, well-lit copy of a valid document is rejected for a second time without an explanation.
Welcome bonus or free spins not credited
You finish the sign-up and the bonus balance or the spin counter still shows nothing.
- A required step such as the phone or email confirmation was not completed
- The first deposit was made without the offer being active
- A bonus code was typed with an extra space or a wrong character
- A payment route that does not qualify for the welcome offer
- A second account or shared details that put the offer on hold
- Reopen the promotion page and note the exact steps it lists.
- Check that your email and phone are confirmed on the account.
- Compare the amount of your first deposit with the qualifying deposit described for the offer.
- Type any code by hand and check each character before you confirm.
- Look for a code field that sits outside the deposit form and fill it first.
- Read how the offer applies when you deposit through a wallet rather than a card or bank route.
- Log out of the browser and sign in again to refresh the balance shown.
- Load the balance on the phone browser instead of a saved tab.
- Check that no other account in your household already claimed the same offer.
- Note the time and amount of the qualifying deposit before you contact anyone.
- Send one clear request describing the offer and the deposit.
- Avoid making a second deposit while the first request is open.
- Keep every message about the offer in one thread.
- Contact support when the offer was active on a qualifying first deposit and nothing appears after a fresh sign-in.
Ring support once a qualifying first deposit was made with the offer active and a fresh sign-in still shows no bonus or spins.
Login blocked or account locked after failed attempts
You type the password, the page reloads, and a message says the account is locked or the details are wrong.
- Several wrong passwords in a row, which triggers the lock
- An old password saved by the browser or phone keyboard
- A username typed with a capital letter or an extra space
- A login page opened from a bookmark that no longer works
- A browser extension that blocks the sign-in form
- Open rubyfortunecasino-ca.org/ in a fresh tab on the phone browser and use the sign-in form there.
- Type the username and password by hand instead of accepting a saved entry.
- Clear the password field completely before typing again.
- Turn off caps and check the keyboard language.
- Use the password reset link sent to the email on the account.
- Open the reset link on the same device where you will sign in.
- Set a new password that you have not used on other sites.
- Close every other tab of the site before you try again.
- Remove or disable browser extensions that alter forms.
- Try the sign-in on a second browser if the first still fails.
- Wait for the lock to clear before you type the new password.
- Write the new details somewhere safe and offline.
- Do not repeat failed attempts, because each one restarts the lock.
- Contact support when the reset email does not arrive or the lock stays after a correct new password.
Ring support when a reset email never arrives or a correct new password still leaves the account locked.
Deposit or withdrawal declined because of limits
You confirm an amount and the page returns a decline that mentions a limit.
- The amount is above or below the range your account allows
- The account level has not been raised through a completed identity check
- Several deposits made close together have added up against a daily ceiling
- An unfinished bonus condition holds the balance
- The chosen payment route has its own range that differs from the account range
- Compare the amount with the range shown for your account level.
- Split the request into smaller parts only if the range allows it.
- Complete identity verification so a higher level becomes available.
- Check that a bonus balance is not holding part of the funds.
- Read the range for the payment route you picked, since it may be narrower.
- Use a route in your own name that matches the account name.
- For a withdrawal, make sure the same route was used for a deposit where required.
- Wait for an earlier request to finish before you send another.
- Confirm that the balance is fully cleared for withdrawal.
- Note the exact decline message and the amount you entered.
- Try once more with an amount inside the range.
- Keep the request in your own name and avoid third-party routes.
- Save a screenshot of the decline for your records.
- Open one request to support with the amount, the route and the message.
- Contact support when an amount clearly inside your range is declined twice.
Ring support when a request well inside the stated range is declined two times in a row.
Finish identity verification as soon as the account is opened, with sharp documents and matching details, because a cleared check lifts the lock, the bonus hold and the low deposit and withdrawal range that cause most of these problems.