Rush Street Interactive, Inc. (RSI), a prominent player in the online betting and casino industry in the U.S., Canada, and Latin America, continues to stand firm in its decision not to implement a customer surcharge. This move solidifies RSI’s dedication to providing exceptional value, ensuring that its customer-first approach remains uncompromised in a landscape where competitors are considering additional charges.

Exceptional customer service as a hallmark of success:

RSI’s approach to customer service has earned it the title of EGR North America Customer Services Operator of the Year for the fifth consecutive year. This accolade is a testament to the company’s relentless pursuit of exceeding customer expectations and its commitment to maintaining high standards of service excellence.

RSI is not just about exceptional service; it also prides itself on offering robust rewards and loyalty programs designed to enhance player retention and trust. These programs are central to RSI’s strategy to ensure players feel valued and recognized, reinforcing its position as a leader in the online gaming industry. CEO Richard Schwartz elaborates on the company’s philosophy: “RSI remains committed to maintaining its leadership position in the industry by continuously prioritizing the needs and preferences of its players. We believe that RSI’s focus on customer satisfaction, coupled with its innovative rewards and loyalty programs, sets a benchmark for excellence in the online gaming industry.”

Navigating the competitive landscape:

While RSI maintains its no-surcharge policy, competitors like DraftKings are planning to introduce surcharges in high-tax states like New York, Pennsylvania, and Illinois—states where RSI is also operational. This strategy by DraftKings aims to standardize its effective tax rate at 20% starting January 1st, 2025. In contrast, RSI’s approach focuses on transparency and keeping costs down for its customers, a move likely to attract and retain players sensitive to pricing changes.

RSI’s strategic decision places it in a unique position to potentially gain market share from competitors who choose to pass on additional costs to consumers. As EGR Global reports, this scenario is echoed by industry analysts, including Carlo Santarelli of Deutsche Bank, who noted that such surcharge strategies are “almost certain” to result in customer churn, particularly among discerning and sophisticated bettors. This insight underlines the significance of RSI’s customer-centric policies in a market where pricing strategies can influence player loyalty and company reputation.

By focusing on customer satisfaction and value, RSI not only upholds its ethical standards but also strategically positions itself as a preferred choice for online gaming enthusiasts. This approach, combined with a robust operational presence in multiple high-tax jurisdictions, showcases RSI’s commitment to its customers and its foresight in navigating complex market dynamics effectively.