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Rushmore - Lies and Theft
Last year I joined Rushmore, made a deposit, got a bonus, and started playing. Won quite a bit and made a withdrawal. After that it took a while for me to send in docs etc (you should be able to tell already I am not the quickest), in order to authorise the withdrawal. It was around this time that Rushmore had some payment problems, which were widely documented on various sites, so I didn't bother to chase my withdrawal.
Finally, a few weeks ago... I thought it was time to find out what was happening. I logged in to find that my withdrawal from the 14th December had been rejected (on the 5th January). I have now tried to make more 2 withdrawal requests, which have also been rejected. I emailed the withdrawals@ email 4 times, but never got a reply. Finally, today I managed to fine someone on chat who seemed willing to explain, and the conversation went like this:
info: Please wait for a site operator to respond.
info: You are now chatting with 'Rushmore'
Rushmore: Hi and welcome. How can I help you?
mackattaq: Hi Rushmore, can you please tell me why my withdrawal has been denied AGAIN...
Rushmore: One moment please, I'm just checking your account.
Rushmore: when did you request it?
mackattaq: on the 1st was the latest time, it has been denied 3 times now
Rushmore: I see that you have played restricted games on the bonus that was in your account. Each bonus that we offer is designed for play on certain games. Games that the bonus was not intended for are regarded as restricted. According to our terms and conditions, wagering on restricted games does not count towards the fulfillment of the playthrough, will void ALL winnings and you will not be able to cash out. You have the following options to choose from in order to set your account right: 1. We can put back your original deposit and you can start to play again on any games you wish and cash out freely. 2. We can put back your original deposit and attach a bonus that is intended for the games you want to play. This option is only if you do not want to play Roulette, Baccarat, Pai-Gow Poker, Bingo or Craps, as we don't have bonuses suitable for these games.
mackattaq: ok, so which games were restricted on the bonus I claimed?
Rushmore: it was a bonus valid only for slots, scratch cards, and keno
Rushmore: I see that you played blackjack, Caribbean Hold'em, and Texas Hold'em Bonus Poker.
Rushmore: Which are restricted games unfortunately.
mackattaq: Which bonus code did I use?
Rushmore: 400free, back in 2010 when the terms and conditions were different than they are now.
mackattaq: LOL, that's such a lie and you know it
mackattaq: So you are saying I would claim a bonus, then play not 1 but 3 disallowed games
mackattaq: But now, surprisingly, the bonus code is the same, but those games are allowed
Rushmore: leigh, i am sorry, but the terms and conditions are listed in the promotions section in the website and are updated from time to time.
Rushmore: the terms change April of 2011.
mackattaq: I understand that, I realise there are different promotions
mackattaq: LOL, so now you start allowing more games?
mackattaq: That's a complete joke, no casino does that
Rushmore: here is a review for the casino:
Rushmore: "Only bets placed on slots, keno and scratch cards will count towards the wagering requirements of the bonus."
Rushmore: "Wagering on restricted games does not count towards the fulfillment of the wagering requirements and winnings from rounds played on restricted games before meeting the wagering requirements will be removed at the time of a cash-out request."
mackattaq: You found that website veryquickly?
Rushmore: " Rushmore Casino reserves the right to change the terms and conditions of this offer at any time and it is your responsibility to periodically check here for changes and updates."
Rushmore: I used google to search it.
Rushmore: So now you have 2 options as listed above
Rushmore: Which would you like? to be set to the original deposit or set to the deposit with a bonus?
mackattaq: Neither thank you. I shall be making public complaints about you
mackattaq: BTW, assuming there was the excluded games as you say, which I am afraid I don't believe, my play would be ok for the 'new rules' would it not?
Rushmore: yes, but since the rules were different at the time that you had the bonus, the withdrawal was denied
mackattaq: Yes, how strange....
Rushmore: you played with the bonus in july of 2010. the rules change in april of 2011
mackattaq: hmm, one second
mackattaq: Have you heard of wayback engine?
mackattaq: that was taken on the 30th December, 2010
mackattaq: So, whether you lied intentionally or not, I don't really care
mackattaq: But you were wrong, no?
mackattaq: Also, found one from the 2nd July 2010 - which was before I deposited...
Rushmore: I am sorry, I am familiar with wayback engine. In any case, I am afraid that the terms and conditions were different back then than they are now.
mackattaq: So, sorry? they changed lots of times?
Rushmore: Additionally, after not having been logged in for over 180 days, your winnings are void.
mackattaq: That's a nice way to treat a player!
Rushmore: number 5
Rushmore: at letter j
Rushmore: "If you do not log onto your Casino account for a period of 180 days, any balance in your account will be forfeited to the Company"
mackattaq: So, you are invoking that term?
Rushmore: technically, I SHOULD..... but I would like to offer you the 2 options that I posted before
mackattaq: Right, so you are giving me the choice of reason for you to steal my balance? That's awfully kind of you
mackattaq: Although, the term states that the balance WILL be forfeited, yet it hasn;t
mackattaq: And as I have now logged into the account, I believe you would have to wait another 180 days from this point
Rushmore: well, I could do that now, but I am being nice giving you the option to have your account reset to your original deposit
mackattaq: Well, I must just be an ungrateful so and so
mackattaq: Thanks, but no thanks, I will take this further
Rushmore: so what's your decision?
I admit in some places I was short, if not rude, but this has angered me somewhat. Also, I don't understand how the Rushmore agent can give me a link to an AFFILIATE website as proof of their terms, yet when I show them old cached pages of THEIR OWN site, it's brushed off.
We are sorry about the delayed response. Did you decide to have your deposit reset in your account? We are hoping that our customer service staff was or will be able to help you rectify this situation.
We would like to hear the submitter if it's possible, before we close this complaint!
I received my deposit back, yes. But not my winnings...
So, the casino acted in a way that complied with terms and conditions. Sounds like the complaint has been solved. :)
I realise this complaint is now over 4 months old, but if you read my original post you will see that the dispute was in regards the terms and conditions. I showed the agent that they were wrong, and so then they threatened to remove all my balance anyway.
So no, it's not resolved :)
I don't believe the casino was threatening you in any way. The withdrawals department and the customer service representatives act in accordance with the terms and conditions of the casino. If there were restricted games for the bonus you used (which there often are) and you played these restricted games, the withdrawal and bonus would be voided. I believe the customer service rep offered to have your balance with our without a bonus replaced in your account.
In regards to the 180 days - the terms and conditions clearly state that if and when an account is inactive the balance of your account with be forfeited. All you would have to do to avoid this would be to log in to your account.
It seems to me the casino acted in the correct way. I am sorry for any inconvenience this has caused you.
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