A profile saved with a shortened middle name or an old address photo can leave the verification banner looping back to the upload page. Document mismatch is the most common reason that loop appears.
Identity checks that stall or come back rejected
Players often see a document marked as rejected with no clear reason, or the review stays open for longer than the screen suggested.
- The name on the document does not match the account exactly.
- Photos are cropped, blurred or show glare from a flash.
- An expired ID or proof of address was sent.
- Only one side of a two-sided document was uploaded.
- The address on the file is older than the one on the account.
- Compare your profile name with the name printed on your ID before uploading anything new.
- Fix a shortened or misspelled name in the profile first, then resend the document.
- Photograph each document flat on a plain surface in daylight.
- Keep all four corners inside the frame and avoid shadows across the text.
- Send both sides of any ID that carries information on the back.
- Use a proof of address that already carries your current name and street.
- Upload files in the format the form accepts rather than converting them later.
- Submit one clear copy per document instead of several versions of the same one.
- For the ruby fortune casino sign up profile, use the same legal name you will later prove.
- For a ruby fortune ontario account, keep your province and city spelling identical across every file.
- Wait for the review to finish before sending more files, since duplicates slow the queue.
Contact support when a document has been rejected twice with the same wording, or when the review shows no change after a full week.
Games and pages that will not load on a phone
A player may tap a game and get a blank screen, a spinning loader, or a page that stops halfway.
- The phone browser is outdated or set to block scripts.
- A weak mobile signal drops the connection mid-load.
- Too many tabs or open games use up memory.
- Cached data from an earlier session clashes with the page.
- A browser extension or content blocker cuts off the game file.
- Close every other tab and reopen the lobby in a single tab.
- Switch from mobile data to Wi-Fi, or the other way round, and reload.
- Clear the browser cache and cookies, then sign in again.
- Update the phone browser to its latest version.
- Turn off content blockers and any ad-blocking extension while you play.
- Allow scripts and pop-ups for the site in the browser settings.
- Restart the phone to free memory before opening a heavy game.
- Try a second browser, since one engine may handle the page better than another.
- Load the game on its own page rather than from an open table or lobby.
- For ruby fortune canada players, keep the browser language set to English or French as the page expects.
- Test one game at a time to see whether the fault is the lobby or a single title.
Contact support if one game fails while others open fine, or if the lobby itself will not load after a restart.
Withdrawals that stay pending
The cashier shows a pending request that does not move to completed, even after the balance has already left the playable funds.
- Verification is still unfinished on the account.
- The payout address or bank details differ from the account name.
- A bonus is still attached to the funds in play.
- The withdrawal was requested during a busy period.
- An earlier request is still open and blocks a second one.
- Open the transaction history and confirm the request status, not just the balance.
- Cancel a duplicate request so only one withdrawal is queued.
- Finish any outstanding verification step before expecting the payment to move.
- Match the payout details exactly to the verified account name.
- Clear bonus funds by meeting the play conditions, or let the bonus expire, before cashing out.
- Check that the amount sits inside the cashier range for a single request.
- Keep the same payment route for deposits and withdrawals where the cashier asks for it.
- Note the reference number shown on the pending request for later contact.
- At casino Ruby Fortune, the pending status stays visible until the payment team releases the funds.
- Give the review a reasonable span before assuming a fault, then ask once rather than repeatedly.
- Avoid starting a new request while the first is still pending.
Contact support when the request stays pending well past the stated window, or when the cashier shows a failed status without returning the funds.
Logins that fail or an account locked after wrong attempts
The sign-in screen returns an error, or the account shows a lock message after several wrong passwords.
- The password was typed with a wrong keyboard layout.
- Repeated failed attempts triggered a temporary lock.
- The email address was entered with a typo.
- Two-factor codes are out of step with the phone clock.
- A password was changed on another device and not updated here.
- Retype the password slowly with the keyboard set to the right language.
- Check the email address character by character, including the domain.
- Stop trying after the lock message appears, since more attempts extend it.
- Use the password reset link and set a new password you have not used before.
- Reopen the reset link on the same browser to avoid an expired page.
- Sync the phone clock so two-factor codes match the server time.
- Enter the newest code only, not one from a minute earlier.
- Sign out of other devices that may hold an old session.
- Open one browser tab for login instead of several competing attempts.
- Keep the email inbox open while waiting for a reset message.
- Write the new password down somewhere private before saving it.
Contact support when the reset email never arrives, or when the lock remains after the stated period has passed.
Keep one document set, one payout route and one password stored privately, and update the profile the moment anything changes, since most blocked sessions and stalled payments trace back to details that no longer match.
