betfair promo e-mails

caveat the clicker of above.
had an offer sent by e-mail basically covering exchange betting over the past w/e
if u make a net loss we'll refund u up to a certain amount
duly lost a few bob but no a/c credit due by 1400 y'day
spoke to a nice young guy in Malta who referred it back to promo team
return mail said..u made a profit
sorry,boys i made a LOSS according to ur exchange P&L for said period so sent another e-mail
reply being..can't raise it any further as promo team has adjudicated u made a loss
basically,guys,be wary
OK was only going to be a £10,000 refund..so not really an issue
but basically quite unimpressed with the whole scenario
BTW the young gut did give me a£5 Sportsbook free bet
this was b4 it got 'resolved'