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Rushmore Casino - Lies and Theft

Complaint Info
Disputed casino Rushmore Casino
Reason Delayed payment
Posted on May 16, 2014

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 [email protected] 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?

< name removed > : 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?

< name removed >: 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.

< name removed >: 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.

< name removed >: Which bonus code did I use?

Rushmore: 400free, back in 2010 when the terms and conditions were different than they are now.

< name removed >it's such a lie and you know it

< name removed >: So you are saying I would claim a bonus, then play not 1 but 3 disallowed games

< name removed >: 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.

Rushmore: changed*

< name removed >: I understand that, I realise there are different promotions

< name removed >now you start allowing more games?

< name removed >: That's a complete joke, no casino does that

Rushmore: here is a review for the casino:

Rushmore: http:/­/pl­ayi­ngo­nli­nec­asi­nos.ne­t/r­ush­mor­e-o­nli­ne-­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."

< name removed > 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?

< name removed >: Neither thank you. I shall be making public complaints about you

< name removed >suming 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

< name removed > strange....

Rushmore: you played with the bonus in july of 2010. the rules change in april of 2011

< name removed >: Really?

Rushmore: yes

< name removed> one second

< name removed >: Have you heard of wayback engine?

< name removed >b.a­rc­hiv­e.o­rg/­web­/20­101­230­123­629­/ht­tp:­//w­ww.r­us­hmo­reo­nli­ne.c­om­/Pr­omo­tio­ns/­888­Fre­eBo­nus­-Co­ndi­tions

< name removed >taken on the 30th December, 2010

< name removed >: But you were wrong, no?

< name removed >: 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.

< name removed > they changed lots of times?

Rushmore: Additionally, after not having been logged in for over 180 days, your winnings are void.

<name removed >: LOL

<name removed >: That's a nice way to treat a player!

Rushmore: http:/­/ww­w.r­ush­mor­eon­lin­e.c­om/­Ter­msA­ndC­ond­itions

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"

< name removed >So you are re invoking that term?

Rushmore: technically, I SHOULD..... but I would like to offer you the 2 options that I posted before

<name removed >: Right, so you are giving me the choice of reason for you to steal my balance? That's awfully kind of you

Although, the term states that the balance WILL be forfeited, yet it hasn;t

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

<name removed >: Well, I must just be an ungrateful so and so

Thanks, but no thanks, I will take this further


Rushmore: so what's your decision?

Rushmore: ok

Rushmore: bye

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.

Posted on March 27, 2012

Hi Mackslack,

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.


Rushmore Casino

Posted on March 31, 2012

 We would like to hear the submitter if it's possible, before we close this complaint!

Posted on April 3, 2012

I received my deposit back, yes. But not my winnings...

Posted on April 3, 2012

So, the casino acted in a way that complied with terms and conditions. Sounds like the complaint has been solved. :)

Posted on April 3, 2012

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 :)

Posted on April 8, 2012


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.


Rushmore Casino

Posted on April 12, 2012

 Something to be added here?

Posted on April 16, 2012

Dear @mackslack,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on April 20, 2012

 This complaint can be considered solved!

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