“Ruby Fortune says my payment was declined” usually means the amount falls outside the cashier’s accepted range. “My bonus or free spins never arrived” often points to a missing or mismatched bonus code.
Deposits and withdrawals declined because of limits
The player sees a message that the transaction exceeds a limit or is not allowed at this time. The most common reasons are:
- The amount is above or below the range the cashier accepts for that payment route.
- The account has reached a daily or weekly transaction cap.
- The chosen method does not support the requested operation.
- Bonus funds are still tied to playthrough and block the withdrawal.
- The account is not fully verified for cash-outs.
Work through these steps in order:
- Note the exact amount and payment route shown in the declined message.
- Compare that amount with the range the cashier displays for the same route.
- Try a smaller amount if you are above the upper end of the range.
- Try a larger amount if you are below the lower end of the range.
- Check whether the account has hit a daily or weekly cap.
- Wait for the cap to reset if you have reached it.
- Switch to a payment route that supports the operation you need.
- Complete any bonus playthrough before requesting a withdrawal.
- Finish identity verification if the cashier marks the account as unverified.
- Use the same payment route for deposit and withdrawal where the cashier allows it.
- Retry the transaction after clearing the cause you found.
- Keep a screenshot of the declined message for reference.
Contact support when you have cleared every cause on this list and the same payment is still declined.
Welcome bonus or free spins not credited
The player sees the deposit go through but the balance and spin counter stay unchanged. Usual causes include:
- No bonus code was entered, or the code was typed with a typo.
- The deposit was made without the bonus field filled in.
- The account already used a welcome offer in the past.
- The minimum deposit for the offer was not met.
- The bonus was tied to a different payment route.
Work through these steps:
- Open the bonus history and check whether the offer appears as pending or missing.
- Confirm that you typed the ruby fortune bonus code exactly as shown, without extra spaces.
- Check that the code was entered before confirming the deposit.
- Repeat the deposit with the ruby fortune casino voucher code in the bonus field if the first attempt had none.
- Make sure the deposit met the minimum required for the offer.
- Confirm that the payment route is allowed for the bonus.
- Check that no previous welcome offer was already claimed on the account.
- Log out and back in to refresh the bonus display.
- Enter the ruby fortune casino voucher code again only if the first entry was rejected.
- Use Ruby Fortune bonus to see which offers are active on the account.
- Note the time and amount of the qualifying deposit for support.
Contact support when the deposit qualifies and the bonus is still missing after a full logout and login.
Login fails or the account locks after wrong attempts
The player sees an invalid credentials error on each try, then a locked account notice. Frequent causes are:
- The password or username was typed with a wrong character or case.
- Too many failed attempts triggered a temporary lock.
- The account is flagged for a security review.
- Saved login details in the browser are out of date.
- The account was closed or restricted earlier.
Take these steps:
- Stop retrying immediately to avoid extending the lock.
- Retype the username and password slowly, checking case and symbols.
- Clear the saved password for the site in your browser.
- Try a private browsing window to rule out cached data.
- Use the password reset link if the details still fail.
- Follow the reset email and set a new password you have not used elsewhere.
- Check that the account email inbox is reachable.
- Turn on two-factor authentication if the account offers it.
- Wait for any temporary lock to expire before trying again.
- Do not share the login with anyone else.
- Note the exact error text shown on screen.
- Keep the email address used at sign-up ready for support.
Contact support when the reset link does not arrive or the lock remains after the waiting period.
Typing every code and payment amount exactly as shown, and checking the bonus history before depositing, prevents most declined payments and missing credits.