You check your balance on the bus before work and the deposit still is not there. Most often the payment is still being processed by the bank or a payment provider, not lost.

Deposit left the bank but not shown on the balance

Ruby Fortune The player sees the money gone from the bank account while the casino balance stays the same. Common causes are a pending bank transfer, a failed payment provider step, a mismatched payment account name, a deposit that needs manual review or a page that did not refresh after the transaction.

• The bank has sent the money but the payment provider has not confirmed it yet
• The payment failed at the provider and the bank will reverse it
• The sending account name does not match the casino account name
• The deposit was flagged for a routine review
• The browser page kept an old balance after the payment

1. Refresh the balance page once, then wait a short moment before checking again.
2. Open the transaction history in the cashier and look for the deposit entry.
3. Compare the amount and the reference on the bank statement with the entry in the history.
4. Check that the bank account and the casino account belong to the same person.
5. Keep a screenshot of the bank statement line and the casino transaction entry.
6. Contact your bank only if the payment is marked as sent and the casino shows nothing.
7. Use the live chat or the contact form and describe the deposit in one message.
8. Include the date, amount, payment method type and the bank reference in that message.
9. Do not send a second deposit while the first one is under review.
10. Wait for the support team to confirm whether the payment is pending or failed.
11. If the payment failed, let the bank return the funds before trying again.
12. When you retry, use the same payment account and the same name.
13. Clear the browser cache or open a private window if the balance still looks wrong.
14. Log out and back in to force a fresh balance from the server.
15. Track the case reference the support team gives you.
16. Contact support again only when the case reference has no update after a full day.

Reach support as soon as the bank confirms the money left but the casino history has no record of it.

Identity verification stuck or documents rejected

The player uploads a document and the status stays on pending or switches to rejected without a clear reason. Typical causes are a photo with glare or cropped edges, an expired document, a name that differs from the account, a missing page of a multi-page document and a file that is too large or in the wrong format.

• The document photo is blurred, dark or covered by a reflection
• The identity document has expired or is a copy rather than the original
• The name on the document differs from the account name
• One page of a multi-page document is missing
• The file type or size is not accepted by the upload form

1. Open the verification area and read the exact reason shown for the rejection.
2. Take a new photo in daylight on a flat surface without a flash.
3. Place all four corners of the document inside the frame.
4. Check that every line of text and the photo page are readable.
5. Use the original document, not a scan of a scan.
6. Upload every page if the document has more than one side.
7. Make sure the name matches the casino account exactly, including middle names.
8. Upload proof of address from a recent document that shows your full name.
9. Use the file formats listed in the upload form and keep the file size within the accepted range.
10. Submit one document type at a time and wait for its status to change.
11. Do not upload the same rejected file again; replace it with a new photo.
12. Write a short note in the support message if a name change explains the mismatch.
13. Ask support to confirm which document is still missing.
14. Resubmit only the document that was rejected, not the whole set.
15. Keep copies of every document you send.
16. Contact support when a correctly uploaded document stays pending after a full day.

Ask support for a manual review when your documents are clear, unexpired and match the account name but the status does not move.

Withdrawal pending longer than expected

The player requests a payout and the status stays on pending while the balance is already reduced. Frequent causes are an unfinished identity check, a bonus condition still attached to the funds, a withdrawal method that differs from the deposit method, a routine security review and a bank holiday on the payment network side.

• Identity verification is not complete
• A bonus condition is still tied to part of the balance
• The withdrawal method differs from the deposit method used
• A routine security check is open on the account
• The payment network is closed for a holiday

1. Open the withdrawal history and note the exact status of the request.
2. Check the verification area for any open document request.
3. Look at the bonus section to see whether any condition still applies to the funds.
4. Confirm that the payout method matches the method used for the deposit.
5. Cancel and resubmit the request only if the status allows it and you changed the method.
6. Do not submit a second withdrawal while the first one is pending.
7. Keep the reference number of the withdrawal request.
8. Wait for the security review to close before contacting support.
9. Chat with Ruby Fortune when the status shows pending and the verification is complete.
10. Send the reference number and the requested amount in one message.
11. Ask whether the payout is waiting on the casino or on the payment network.
12. Reply to any document request from the same email address on the account.
13. Watch the transaction history for a status change rather than the main balance.
14. Keep the payout method active until the funds arrive.
15. Contact support again only when the reference has no update after a full day.
16. Ask for the case to be escalated if the status stays pending with no explanation.

Contact support when verification is complete, no bonus is active and the request has been pending for more than a day.

Payment declined because of account limits

The player tries to deposit or withdraw and the screen shows a message that the limit has been reached. Likely causes are a daily or monthly deposit cap set by the player, a cap set on the account by the operator, a withdrawal amount above the allowed ceiling and a payment method that has its own transaction limit.

• The player-set deposit limit for the day or month is used up
• The account has a limit applied after a responsible gaming request
• The withdrawal amount is above the ceiling for one request
• The payment method has its own transaction cap
• The limit was set recently and still applies for the full period

1. Open the responsible gaming or limits area and read the active limits.
2. Compare the active limit with the amount you tried to send or request.
3. Check whether the limit is daily, weekly or monthly and when the period ends.
4. Split a withdrawal into smaller requests only if the rules allow it.
5. Choose a different payment method if the current one has its own cap.
6. Lower a limit only after the cooling-off period ends, if one was chosen.
7. Do not try the same declined payment repeatedly in a short time.
8. Note the exact message shown at the moment of decline.
9. Message support and ask which limit blocked the payment.
10. Ask whether the limit was set by you or by the operator.
11. Request a written confirmation of the limit and its end date.
12. Plan deposits around the limit period instead of retrying.
13. Keep the payment method name and the amount in the message.
14. If the limit was set by mistake, ask support to correct it.
15. If the limit is a responsible gaming measure, wait for the period to end.
16. Use the phone browser to check the limits area if the page does not load on desktop.
17. Contact support when the limits area shows no active limit but payments are still declined.

Contact support when the limits area shows nothing that explains the decline and the same message keeps appearing.

Quick Reference

The table below links each common problem to its usual cause and the first check a player should make.

A missing deposit is usually a pending payment, so the history is the first place to look. A stuck verification almost always comes back to a document photo that cannot be read. Pending withdrawals often clear once the identity check is complete. A declined payment is often a limit the player set earlier and forgot. Bonus conditions can hold part of the balance without showing on the main screen. The table is a starting point, not a final answer, so use the section that matches your case.

Keep one payment account in your own name for all deposits and withdrawals, and finish verification before your first payout request; that single habit prevents most of these problems.