Entering the correct details yet seeing the form return to the login screen instead of your account balance is the symptom many players miss, and it usually comes from a browser that has saved an outdated password. The same pattern shows up when a session expires mid-login, so the site treats the new attempt as a failed one.

Locked account or rejected login details

The player types the password, the page reloads with an error, and after several tries the account shows as locked.

• A saved password from an older account that no longer matches
• Caps lock or keyboard layout changing the characters typed
• Several failed attempts in a row triggering the lock
• An email address entered with a typo or extra space
• A second session still open on another device

1. Type the password by hand rather than letting the browser fill it.
2. Turn off autocorrect and check caps lock before sending the form.
3. Confirm the email address matches the one used at registration.
4. Close the same page on any other device you are using.
5. Clear the saved password for the site in your browser settings.
6. Open the page in a private window of the phone browser.
7. Switch from mobile data to Wi-Fi, or the other way round, and retry.
8. Wait for the lock to lift on its own before trying again.
9. Use the password recovery option and follow the message sent to your inbox.
10. Spell the email exactly, without spaces before or after it.
11. Set a new password that you have not used on this account before.
12. Sign in once on a single device and let the page finish loading.
13. Keep the account open in one browser tab only.
14. Note the exact error text shown, since it points to one cause.
15. Try the same steps at a different time of day if the page keeps failing.
16. Make sure the name and date of birth on the account are your own.

Contact support once several rounds of these steps still end at the locked screen, and include the error text you saw with ca-rubyfortune.com/.

Bonus or free spins missing after deposit

The deposit lands in the balance, but the bonus or free spins never appear in the account.

• The bonus was not selected before the deposit was sent
• A bonus code was typed with the wrong characters or case
• The promotion had already closed when the deposit arrived
• An earlier welcome offer on the same account blocks a repeat claim
• The payment was made from a method the offer does not cover

1. Open the promotions area and confirm which offer is meant for your deposit.
2. Switch the toggle or tick box for that offer on before paying in.
3. Enter the bonus code in the field provided, matching the capital letters.
4. Send the deposit from your own account, not a shared one.
5. Complete any phone or email step the offer asks for first.
6. Reload the page once the deposit confirms, then open your balance history.
7. Look for the free spins inside the game itself rather than on the main page.
8. Check whether the spins carry a start date that has not arrived yet.
9. Make sure no older welcome bonus is still active on the account.
10. Claim one offer at a time and let it settle before the next deposit.
11. If a code was refused, retype it in a fresh page.
12. Keep the deposit receipt shown in the banking history.
13. Note the time of the deposit, as this helps support trace it.
14. Avoid sending a second deposit while the first offer is still being applied.
15. Reopen the page in the phone browser if the desktop version shows nothing.
16. Take a screenshot of the empty bonus slot before contacting support about a credit that never arrived.

Get in touch with support when a deposit is confirmed and the matching welcome bonus still has not credited after these steps.

Deposit or withdrawal declined over limits

The payment is refused with a message about limits, and the amount stays where it was.

• The amount is below or above what the account allows per transaction
• A daily or monthly cap has already been reached
• The remaining limit is smaller than the amount entered
• The selected method has its own ceiling
• Several small payments in one day have used up the room

1. Reduce the amount and send it as a single smaller payment.
2. Split a large withdrawal into parts that fit within the allowed room.
3. Use a different payment method whose ceiling is higher.
4. Wait for the daily or monthly window to reset before trying again.
5. Check that your identity checks are finished, since an unfinished check can hold the payment.
6. Confirm the payment is going to an account in your own name.
7. Remove a saved card or wallet that has expired and add it again.
8. Reopen the banking page so the current limit display refreshes.
9. Avoid sending several payments at once; send one and wait for the result.
10. If the message names a cap, write down the exact wording it shows.
11. Try the withdrawal again after any pending deposit has finished clearing.
12. Keep the amount in the same currency as the account to avoid a conversion hold.
13. Make sure the account balance covers the amount plus any fee shown.
14. Retry in the phone browser if the payment form freezes.
15. Take a screenshot of the declined message with the amount visible.
16. Stop retrying once the same refusal repeats three times.

Reach out to support when the amount fits within the displayed room and the payment is still declined.

A withdrawal that stays pending

The request is accepted but sits in a pending state while the balance stays unchanged.

• Identity checks have not been completed yet
• A bonus that came with the play still has conditions to settle
• The withdrawal is queued behind earlier requests
• Details on the receiving account do not match the profile
• The request was made outside the hours the team processes payments

1. Open the withdrawal history and read the status shown next to the request.
2. Finish any identity step the account is still waiting for.
3. Upload a clear photo of the document asked for, with all corners visible.
4. Check that the name on the receiving account matches your profile exactly.
5. Confirm any bonus conditions tied to the funds have been met before the request.
6. Cancel a duplicate request if you sent the same withdrawal twice.
7. Leave the request alone rather than cancelling and resending it.
8. Keep playing to a minimum while the request is being handled.
9. Make sure a deposit used for the balance has fully cleared.
10. Retry the request once the pending one has been resolved.
11. Confirm the receiving account is open and in good standing.
12. Check the request again after a weekend has passed.
13. Note the reference number shown with the request.
14. Gather a screenshot of the pending status and the reference number.
15. Reply to any message from the team asking for extra documents.
16. Use the phone browser to view the status if the desktop page will not load it.
17. Contact support once the request has stayed pending well past the window shown with it, quoting the reference.

Write to support with the reference number once all checks are done and the payment has still not moved.

Use one email address and one set of payment details from the first day, and confirm every offer before sending money. That single habit keeps most login, bonus and cashout problems away.