Ruby Fortune Payout, Loading, Bonus and KYC Problems Fixed

A pending withdrawal that outlasts the one you saw at your previous casino usually points to an identity check that was triggered during the payout review. Games that fail to load on a phone almost always trace back to the browser session or the connection.

Withdrawals that stay pending past the expected moment

The player sees a payout marked as pending, with the balance still inside the account and no arrival confirmation. Ruby Fortune holds a payout while a review is open, so the delay itself is the visible part of that process. Most of these cases come from the same few causes:

• Identity verification that was started but never completed.
• Documents uploaded in a format the review team cannot open.
• A payment method in the player’s name that does not match the account details.
• Bonus funds still tied to a playthrough requirement.
• More than one withdrawal request queued at the same time.

Work through these steps in order:

1. Open the account history and confirm the request status, because a cancelled request never moves forward.
2. Check that the identity review shows as complete, since many payouts wait on it.
3. Upload any missing document again as a sharp, full-page image or a clear PDF.
4. Make sure the document shows all four corners and no glare across the text.
5. Confirm the name on the payout method matches the name on the account.
6. Compare the account name with the spelling on the identity document, letter by letter.
7. Finish any active bonus playthrough before requesting the payout again.
8. Cancel duplicate requests if more than one is sitting in the queue.
9. Log out and back in so the account balance and status refresh.
10. Try a different browser if the status panel will not update.
11. Disable any content blocker that could hide part of the account page.
12. Keep a screenshot of the pending request with its reference number.
13. Note the date and time you submitted each document.
14. Wait for the review to close before sending a second request.
15. Check the email inbox tied to the account for a document request.
16. Look in the spam folder, since review messages sometimes land there.
17. Answer any message from the review team with the exact document asked for.
18. Do not open a second account to speed things up, as that freezes both.
19. Keep the payout method active until the funds arrive.
20. Contact support in one message with the reference number and the screenshots if the request is still pending after the review shows complete.

Phone browser sessions where slots or pages fail to load

The player sees a blank lobby, a spinning loader or a game that stops halfway through a spin on the phone. A stale browser cache or a weak mobile connection causes most of these failures:

• An outdated browser version that cannot run the game client.
• Cached data from an earlier session that clashes with the current page.
• A mobile network that drops during the game load.
• Too many open tabs using the phone’s memory.
• A content blocker or privacy extension cutting off part of the page.

Try these steps on the phone:

1. Close every open tab and reopen the site in a fresh one.
2. Clear the browser cache and cookies for the site.
3. Reload the page once, without refreshing repeatedly.
4. Switch from mobile data to Wi-Fi, or the other way round.
5. Move closer to the router if the signal is weak.
6. Update the browser to its current version.
7. Turn off any ad blocker or privacy extension for the site.
8. Allow cookies and scripts for the domain.
9. Try a different browser on the same phone.
10. Open a single game instead of the full lobby.
11. Wait for the game to finish loading before tapping anything.
12. Restart the phone to free memory.
13. Check that the phone has enough free storage.
14. Turn off battery saver, which can pause page scripts.
15. Disable a VPN if one is running in the background.
16. Test the same page on another device to see if the fault is local.
17. Play only over a stable connection, not public Wi-Fi.
18. Log out and back in if the lobby stays empty.
19. Note the game name and the exact error text on screen.
20. Contact support with the device model, browser name and the error text if no browser on the phone loads the site.

Welcome bonus and free spins that never appear

The player finishes the sign-up and sees the balance unchanged, with no bonus or spin credit visible anywhere. A missed opt-in or an ineligible first deposit causes most of these cases:

• The bonus was never selected before the deposit.
• The deposit was made with a method excluded from the offer.
• A bonus code was typed with a space or a wrong character.
• The account already claimed a welcome offer in the past.
• The bonus was credited but sits in a separate bonus balance.

Follow these steps to trace the missing credit:

1. Open the bonus section of the account and look for a separate bonus balance.
2. Check the transaction history for a bonus entry next to the deposit.
3. Confirm the deposit itself reached the account.
4. Re-enter the bonus code if the offer needs one, without spaces.
5. Check that the code matches the offer letter for letter, including capitals.
6. Make sure the deposit method used is allowed for the welcome offer.
7. Confirm the deposit was the first one on the account.
8. Look for an opt-in switch that must be on before depositing.
9. Check the email inbox for a confirmation of the bonus credit.
10. Look in the spam folder for the same message.
11. Open the free spins section on its own, as spins can sit apart from cash.
12. Accept any pending bonus offer waiting in the account.
13. Log out and back in to force the balance to refresh.
14. Clear the browser cache if the bonus page shows old data.
15. Try a single game that the spins apply to, since some titles show the credit only inside play.
16. Confirm the account details are complete, because an unfinished profile can hold the credit.
17. Do not make a second deposit hoping to trigger the offer again.
18. Keep the deposit receipt and the bonus code used.
19. Write down the date and the amount of the qualifying deposit.
20. Contact support with the receipt and code if the bonus is still missing after the offer review window.

Identity verification stuck or documents refused

The player uploads a passport or bill and sees the same request return, with the review still marked as open. Poor image quality or a detail mismatch causes most refusals:

• A photo that is blurred, cropped or covered by glare.
• An expired identity document.
• A proof of address older than the accepted period.
• A name or address that differs from the account details.
• A file format the upload tool does not accept.

Work through the upload again with these steps:

1. Check the document is still valid on the date of upload.
2. Lay the document flat on a plain surface.
3. Use daylight and avoid a flash across the text.
4. Capture the whole page, with all four corners visible.
5. Keep the photo sharp enough to read every line.
6. Use a PDF scan if the phone camera will not focus.
7. Upload one document per request instead of a combined file.
8. Check the file size is inside the allowed range.
9. Confirm the document shows the name exactly as entered on the account.
10. Check the address matches the one on the account, including the postcode.
11. Use a proof of address issued in the accepted period.
12. Photograph both sides of an ID card if the tool asks for them.
13. Re-upload only the document that was refused.
14. Wait for the current review to close before sending another copy.
15. Keep the file names short and simple.
16. Watch the email inbox for a message naming the refused document.
17. Reply with a new copy of exactly that document.
18. Do not send documents through social media or chat apps.
19. Check the account page shows the upload as received.
20. Contact support with the document type and the refusal message if the same file is refused twice.

Keep one clear copy of each document saved on the phone before you start, because a single clean upload at sign-up prevents most pending payouts, refused files and missing bonus credit later.