Ruby Fortune Canada: Fix Pending Withdrawals, Mobile Load Errors and KYC Holds

Many players assume a pending withdrawal means the request was declined or lost, so they resubmit it and create a duplicate that sits in review even longer. The most common cause is that the account still needs a completed identity check or the withdrawal method does not match the deposit method.

Withdrawal still pending after request

The player sees a pending status on the withdrawal page while the balance stays frozen. Likely causes are:

• The identity check on the account is not finished.
• The payout method differs from the method used to deposit.
• Bonus funds are still attached to the balance and must be cleared first.
• A security review was triggered by a recent change of details.
• The request was submitted twice, so two pending entries exist.

What to do:

1. Open the withdrawal history and note the exact status of each request.
2. Cancel any duplicate request you find, keeping only one active withdrawal.
3. Complete the identity check if the account still shows it as unfinished.
4. Switch the payout to the same method you used for the deposit.
5. Clear any active bonus by meeting its play condition or removing it.
6. Wait for the security review to finish before sending a new request.
7. Keep the account details unchanged while the request is pending.
8. Contact support if the status has not moved after the stated review period.

Contact support once the identity check is complete, the methods match and the request is still pending beyond the stated window.

Mobile browser fails to load the site or games

The player sees a blank screen, a spinning loader or a game that closes on the phone browser. Likely causes are:

• A weak or unstable mobile connection.
• An outdated browser that does not support the game format.
• Cached data from an earlier session blocking the page.
• A game that needs more memory than the phone has free.
• A network setting or content blocker interfering with the site.

What to do:

1. Switch from mobile data to Wi-Fi, or the other way round, and reload.
2. Update the phone browser to its latest version.
3. Clear the browser cache and cookies, then sign in again.
4. Close other open tabs and background apps to free memory.
5. Disable content blockers for the casino page and retry.
6. Try a different browser on the same phone.
7. Load a single game instead of several at once.
8. Contact support if the same game fails on two browsers and two connections.

Contact support when the failure repeats on a stable connection and a fresh browser session.

Identity verification stuck or documents rejected

The player sees the verification status unchanged or a rejection notice without a clear reason. Likely causes are:

• A photo that is blurry, cropped or shows glare.
• A document that has expired or is not the requested type.
• The name or address on the document differs from the account details.
• Only one side of a two-sided document was sent.
• The file format or size is not accepted by the upload tool.

What to do:

1. Retake each photo in bright, even light with all four corners visible.
2. Send the exact document type the request names and check its expiry date.
3. Make sure the name and address match the account profile exactly.
4. Upload both sides of any document that has two sides.
5. Convert the file to a common format and keep the size within the tool limit.
6. Submit one clear set of documents rather than several partial sets.
7. Update the account details only if they are genuinely wrong.
8. Contact support if a correct set is rejected twice without an explanation.

When a complete and readable set is rejected again, ask support which specific element failed on casino Ruby Fortune.

The brand name players search for is rubyfortunecasino-ca.org, and the verification team there reviews each document against the account profile.

Deposit left the bank but not credited

The player sees the money gone from the bank account while the casino balance stays unchanged. Likely causes are:

• The payment is still moving between the bank and the casino.
• The deposit was sent to an old payment reference.
• The bank held the payment for a routine security check.
• The account details on the deposit did not match the casino profile.
• A voucher code was entered after the deposit instead of before it.

What to do:

1. Note the amount, the time and the reference shown in the bank statement.
2. Wait for the payment to clear before sending another deposit.
3. Compare the payment reference with the one shown on the deposit page.
4. Check that the name on the payment matches the casino account name.
5. Enter a ruby fortune casino voucher code before confirming the deposit, not after.
6. Keep the bank confirmation ready for support.
7. Do not repeat the deposit until the first one is traced.
8. Contact support with the reference if the balance is still unchanged after the payment clears.

Contact support with the bank reference as soon as the payment shows as completed at the bank but not on the balance.

Most of these problems start with an unfinished identity check, so complete it before you request the first withdrawal and keep the approved document set unchanged.