Ruby Fortune Bonus Not Working: Fixes for Deposits, Loading and KYC

A deposit vanishes from the balance while the bank confirmation already sits in the inbox, and the usual cause is a pending transaction that has not yet been matched to the casino account. The same mismatch appears when a bonus shows as claimed but never lands in the wallet.

Money taken from the bank but missing on the balance

The player sees a completed bank transfer next to a casino balance that did not move.

• The payment is still pending on the bank or processor side.
• The account number used at the bank differs from the one on the player profile.
• A reference field was filled in incorrectly or left empty.
• The deposit went through a method that requires manual review.
• The balance view is cached and shows an older figure.

1. Close the cashier and reopen it from the main menu to refresh the balance.
2. Compare the amount in the bank statement with the amount requested at the cashier.
3. Check that the full name and account details on both sides match exactly.
4. Give the pending payment the time the bank quoted before treating it as lost.
5. Take a screenshot of the bank confirmation and keep it ready.
6. Sign out and back in through the Ruby Fortune login page to force a fresh session.
7. Repeat the deposit only after confirming the first payment did not complete.
8. Note the date, amount and any reference code from the failed transfer.
9. Contact support with the screenshot and the reference code if the balance stays unchanged after the bank confirms the payment.

Approach support once the bank has marked the payment as successful and the casino balance still shows no trace of it.

Games and pages that fail to load on a phone browser

The player taps play and gets a frozen lobby, a blank game window or a loading bar that never finishes.

• A weak mobile connection or a drop between Wi-Fi and mobile data.
• An outdated phone browser that is missing parts of the page code.
• Too many tabs or open games eating the phone memory.
• A game that needs a longer load than the browser allows.
• Cache and cookies left from an earlier session.

1. Switch between Wi-Fi and mobile data to see which one loads the page.
2. Close every other tab and any background games before retrying.
3. Restart the phone browser so a fresh session starts.
4. Clear the browser cache and cookies for the casino address.
5. Update the phone browser to its latest version.
6. Turn the phone to landscape and back, which often resets a frozen game window.
7. Open a single game rather than the full lobby to test whether the issue is the page or the game.
8. Contact casino Ruby Fortune support through the live chat if the lobby opens but every game stalls.
9. Try Ruby Fortune bonus in a different browser on the same phone before ruling out the device.

Reach out when several browsers on the same phone fail in the same way while other websites load fine.

Welcome bonus and free spins missing after the first deposit

The player finishes a qualifying deposit and waits, but the bonus balance and the free spins never appear.

• The deposit was made before the bonus was selected in the cashier.
• The payment method used does not qualify for the offer.
• The account had already claimed a welcome bonus in the past.
• An account detail, such as the phone number, was incomplete.
• The bonus was attached but is hidden inside an inactive bonus tab.

1. Open the bonus section and look for an active or pending offer next to the balance.
2. Confirm the bonus was opted into before the deposit, not after it.
3. Check the payment method used against the methods the offer accepts.
4. Make sure the first deposit was the one that triggered the offer.
5. Confirm the account holds only one welcome offer, since a second one is not granted.
6. Complete any missing profile field, such as the phone number or address.
7. Log out, then log back in through the Ruby Fortune login page to reload the bonus state.
8. Take a screenshot of the deposit confirmation and the empty bonus tab.
9. Contact support with the screenshot if the offer still does not show.

Contact support when the opt-in was confirmed before the deposit and no bonus appears anywhere in the account.

Identity checks stuck or documents turned down

The player uploads a passport or a bill and the status stays on pending, or a rejection note arrives without a reason.

• A photo that is blurred, cropped or full of glare.
• An expired document or one that is close to its end date.
• The name on the document differs from the name on the profile.
• A proof of address that is older than the period the casino accepts.
• A file format or size the upload form cannot process.

1. Retake each photo in daylight, with all four corners of the document inside the frame.
2. Make sure no light reflects off the plastic or paper surface.
3. Use the same spelling of the name as on the profile, including middle names.
4. Send a proof of address that is recent and shows the full name and address.
5. Upload one document at a time rather than a batch.
6. Convert the file to a common image or PDF format before uploading.
7. Check the profile address matches the address on the document.
8. Wait for the review to finish before sending the same file again.
9. Contact support with a short note describing which document was rejected if the status does not change after a second upload.

Write to support when a document meets every condition and still comes back rejected without a clear reason.

Finishing identity checks early, before the first withdrawal or bonus request, removes most of the delay that players meet later.