WRD Race 6 Going Live?

I make a bet and the race was initiated for a lot of seconds. In the past when this happend they return my money. In this case as they never was adviced about this error, they take my money and betfair support said "it's your problem" I think that you cannot proceed in this way. Because you have rules, and WRD should not beign in play action, less if I play on BSP.