I agree. Reputation/Customer service is one of the most important elements when I choose a book. Over the years, I have lost into the 5 figures at Olympic and Betjamaica, but I always go back cause I know I will get paid; and if I were to lose, I would rather it be to these books. But when I win, I expect payouts without any hassles. For example, last night I requested 5 dimes from Olympic at midnight, and it was in my neteller account within 30 minutes. There are very few books that give you access to your money 24 hours a day, so I will always be loyal to the books with the stellar reputation and c.s.