It might be the case that when trying to transfer funds from your OKTO account to the gaming machine, the transaction fails. The most common reasons for this to happen can be:

a) you do not have enough funds in your wallet
b) the gaming machine has lost a network connection

In the unlikely event that although the transaction fails, your account balance has not remained the same, please send an email to our Customer Support Team (support@oktopay.freshdesk.com), indicating the disputed amount, plus details about your OKTO account (e-mail and/or customer ID) and the transaction (time, amount, location)