Rushmore Casino takes bets from Canadians but can't pay them!

[fredb]

I have a withdrawal of nearly 2000$ that has been pending for 5 weeks.

Casino Management has promised again and again that my payment will be sent 'very soon' or 'any day now' but nothing happens.

Their story is simple :

1 - the huge majority of their players being Americans, they aren't really used to processing payouts for Canadians.

2 - the US legislation makes it hard for them to pay Canadians (!?)

That's how the manager has justified not paying me. I have been patient with them, even though the above arguments are ludicrous (not to mention extremely insulting : how can they even accept bets from a legislation unless they have secured in advance a way to process payouts?)

The manager also mentioned that there is another Canadian player who has been waiting for his\her payout even longer than me, as if this was going to make me feel better.

I will inform them of this thread, in the hope that it will prompt them to take the matter more seriously.

[daera]

I see they have Ecocard as a banking option. I'm sure Canadians can get payment via Ecocard just like anyone else. Well, 99.9% sure. Can't you use Ecocard?

[fredb]

I have never used Ecocard, but I would certaintly be willing to use it for a small deposit if they gave me reason to think that I could then make an EcoCard withdrawal.

Unfortunately, Ecocard does not appear in their withdrawal methods list so I doubt this is a solution.


Now, to explain why I have been so patient with them so far, let me take a minute to credit Rushmore with a very nice show of honesty, prior to the payout problem.

In May, when I signed up at the casino, I played Caribbean Stud Poker with the signup bonus. That's how I made my winnings, playing this game. One or two days after completing the rollover I revisited Rushmore's website in order to gather information on the payout process. That's when I noticed that Caribbean Stud Poker had been added to the list of excluded games for the signup bonus. I immediately called the casino, expecting the worse, and to my surprise the manager explained to me right off the bat that the rules had been changed because of me and that I would get paid. Now I thought I'd mention that here because this is something that really speaks for this casinos honesty. I'm just trying to be fair here and get them the credit that they deserve.

Of course this doesn't change the fact that I'm still mad about their failure to pay me.

[Pinababy69]

Hi fredb, I don't think that Rushmore has a rep on the board here, given the fact that they are fairly new. I'll have to check the website myself, but what options for withdrawal DO they show on the site or in their banking interface?

My advice would be to PaB and let Bryan sort it out. Have you saved all relevant correspondence with the casino, and especially any emails/chats where the manager confirmed that the terms were changed AFTER you played? I agree that 5 weeks is far too long to wait.

I had a similar situation with a new casino, that wasn't really equipped for Canadian players either, and Bryan was very helpful in getting it sorted out.

I wanted to say that for a new poster, you sure do have the hang of it. You've posted your complaint in exactly the manner it should be posted. I hope it gets resolved soon.

[vinylweatherman]

So they exclude a game because ONE player manages to win on it

So much for the usual "this doesn't mean you can't WIN with your bonus....yak, yak, rabbit, rabbit"

I don't believe there is any way to "abuse" a bonus on stud poker, in fact the house edge is almost as bad as slots, and you need a bit of luck to come out ahead, such as being dealt a great hand, and also the dealer must qualify or you just win the 2x stake from the ante and the push from the play - even if you got the Royal Flush!
The only poker game that gives some bonus leverage is 3 card poker, where the pair+ pays irrespective of whether the dealer qualifies.

Lastly, I fail to see how they can so easily pay Americans, yet not Canadians. Those casinos that can't pay Canadians normally find this is because they can't pay AMERICANS either (and Bush seems to have annexed Canada while we weren't looking, given that Canada has suddenly become a part of the USA in the eyes of the online casino industry and Neteller).
Since they knew in advance they had problems (the other Canadian player who was waiting longer), they should not have been accepting further Canadian players until they had found a solution.

[daera]

Ecocard might be a solution.

But FYI, if you're going to even consider withdrawing via Eco, you better be quick and open your account now while you still can. Eco is going out as we know it, and rebranding.

Personally, I have used Ecocard a lot and feel very comfortable with them, or I wouldn't suggest it. But if you don't get this rolling now, by next week you might not even be able to open an Eco account.

[Kaynos72]

This is total BS ! Geez if you know you can't pay back winnings then have the decency of not allowing these players in the first place !

How come they can't send a check ? It just cost 50 cents for a stamp.... can't believe that. Always welcome to make a deposit but when you want to withdraw... oh oh oh....

[fredb]

I have emailed them a xth request for payment, making it extra clear that I am open to ANY withdrawal method. I also included in my email a link to this thread.

Here is their reply :

Dear Player,

Let me start by saying how sorry we are for this inconvenience.

I assure you that your account is being processed and that you will receive the funds any day now.

The accounts department have been made aware of the situation and will look into the case to see what the hold up is,and how it can be remedied as soon as possible.

We are working on this as fast as we can.

Yours Sincerely,

Michelle

[casinocustomer]

well i am happy to finally read something about this casino that is true ... they SEEM pleasant and constantly offer reassurance ... but its a facade.

So far I have had two lovely encounters with this casino...

first i requested a withdrawal and was put through a month of reassurances and empty promises that were never actually seen through ... QUITE a hassle, and for a relatively small sum of money. I never put up with such incompetence ever in my life ... when a customer comes to a company with a problem, the company (especially a new one) generally makes it their business to fix the problem, a concept clearly lost with Rushmore Casino.

Next I tried to deposit with 2 cards that I had no trouble depositing with just 2 days prior ... the casino site declined the cards (which i promise you are perfectly good cards) ... and i know the rules ... you cant deposit more than 900/day or deposit 3+ times/day ... so i let 24+ hrs go in between my deposits ... and for some odd reason was declined ... i call the casino and the man that answered couldnt follow through with my inquiry as to why this was happening

i think it is a major issue when reps cant help their customers troubleshoot a problem with THEIR software ... Rushmore Casino has absolutely no customer service skills, and this will lead to their downfall

Moreover, am i the only one that thinks it is odd that the same two people always answer the phone? Who is this Michelle Rowe, and why is it that when i ask to speak with her, my request is dodged?

I think that Rushmore Casino could have alot of potential if they would only wisen up and improve their customer service ... it really is a shame

--frustrated customer

[fredb]

I just got off the phone with Robert, 'my manager for today'.

I can't believe the explanation he gave this time for my late payment!

Up until now, I was told that Rushmore had difficulties finding a way to transfer the funds to Canadians. I was told that cheques weren't working, Click2Pay wasn't working either for some reason, and they were working on finding a way to transfer funds to canadian players. About three weeks ago, I was explicitely told, as I quoted above, that another Canadian player had been waiting longer than me.

Now today's story is entirely different : I haven't been paid yet because a glitch in the system made it look like my payment had been processed already. They have contacted RTG about the glitch, etc.

How can he tell me that in the face of the fact that I have been reminding them regularly of my late payout all through the last two months via numerous emails (at least five) AND phone calls (at least four)?

Robert promised to wire my winnings in twelve hours. We'll know in a few days if he was truthful about that. It's just the lastest promise of a long series, after all.