Ruby Fortune shows a locked account message after several failed sign-in attempts, and the most common cause is a password mistyped on a phone keyboard with autofill filling the wrong field. The second cause is a short cooldown that follows repeated failures, which clears by itself but makes every new attempt fail while it runs.
Sign-in failures and a locked Ruby Fortune account
The player types the right credentials and still sees a lock notice or a password error, often right after switching devices.
- A mistyped password saved by the phone or browser autofill.
- Several failed attempts that triggered a short cooldown on the account.
- An email address entered with a typo or a trailing space.
- A password changed on another device and not updated on this one.
- A security hold placed on the account after unusual sign-in activity.
- Stop retrying at once; each failed attempt extends the cooldown.
- Type the password by hand instead of letting autofill fill it.
- Check that the email address has no space before or after it.
- Switch the phone keyboard to plain text so no smart punctuation is added.
- Try the password you used most recently, not an older saved one.
- Use the password reset option and open the message on the same phone.
- Set a new password you have not used on any other site.
- Sign in through the phone browser and keep the session open.
- Write the new password down before closing the browser tab.
Contact support when the reset message never arrives or the lock notice stays after the cooldown has passed.
A withdrawal that stays pending on Ruby Fortune
The player sees a pending status that does not move, while the balance stays visible and the money cannot be spent.
- Identity checks that are still open on the account.
- A withdrawal method that does not match the deposit method.
- A bonus still in play, which holds the winnings until play is finished.
- A payment detail typed with a wrong digit or an old card.
- A routine review that started because the request looked unusual.
- Open the withdrawal history and note the exact status shown.
- Finish every open bonus round before sending a new request.
- Make sure the payout method is the one used for the deposits.
- Compare the payment details digit by digit with the bank record.
- Complete any identity step that is still marked as open.
- Cancel and resend only if the balance is unchanged after a full day.
- Keep the confirmation you received when the request was accepted.
- Do not send a second request for the same amount.
- Take a screenshot of the status for your own record.
Contact support when the status stays pending after every open condition on the account has been met.
Deposits and withdrawals declined by Ruby Fortune limits
The player fills in a deposit and receives a decline that names a limit, without any hint about which limit applies.
- The amount sits below the smallest deposit the account accepts.
- The amount sits above the largest single deposit allowed.
- A daily or weekly cap has already been reached.
- A self-set spending limit is active on the account.
- Account verification is incomplete, so larger amounts are refused.
- Note the exact amount and the exact wording of the decline.
- Try a smaller amount to see whether the single-deposit ceiling is the cause.
- Check whether you set a personal limit earlier and lower it or lift it.
- Wait until the next day if a daily cap has been used up.
- Finish the identity steps so larger amounts are accepted.
- Use one payment method consistently for deposits and payouts.
- Split a large payout into requests that fit inside the allowed band.
- Log in at https://ca-rubyfortune.com/ on the phone browser to see the current status of the account.
- Keep the decline message so support can see which limit fired.
Contact support when a decline appears although the amount is inside the range you normally use.
Stuck identity verification and rejected Ruby Fortune documents
The player uploads a passport photo and later sees the verification marked as rejected, with no clear reason given.
- A photo that is blurred, cropped or lit by a strong reflection.
- All four corners of the document missing from the frame.
- An expired document sent instead of a valid one.
- A name on the document that differs from the name on the account.
- A proof of address that is older than the address on file.
- Lay the document flat on a plain surface in daylight.
- Shoot from directly above so no edge is cut off.
- Turn off the flash, since glare hides the text and the photo.
- Check that every printed detail is sharp when zoomed in.
- Send the document type the account actually asked for.
- Match the name spelling exactly to the account profile.
- Use a recent proof of address that shows the same name.
- Upload one file at a time instead of a combined document.
- Wait for the review to finish before sending the file again.
Contact support when a clear, current document is rejected twice with no reason shown.
Keep one set of sharp document photos and the payment details saved on the phone, because most of these problems come from a quick retry with the same wrong data.