Tina ,
Sorry about the responce you got back from support - they might of not understood your question.
Generally when an ATM gives an amount that is less than what is requested it is due to the atm running out of money or the money getting jammed when dispensing your cash.
The ATM's bank will normally notice this at once they "settle" their transactions the 19,000RSD will be credited back to your card.
In the event that this ATM's bank does not work like this or for some reason it does not detect that the machine gave you less than what was requested you will be sent a charge back form by us and you will fill it out and we will process the charge back for you.
Hope that clears it up and if you want me to stay on top of this for you and keep you updated shoot me an email -
[email protected] with your email ID.
Chris