I Was Charged €654 for Minor Scratch on Booking.com Rental Despite Paying for Insurance

I rented a car through Booking.com in Sarajevo from May 25 to May 27. When I went to pick up the car, I was told that my credit card limit wasn’t sufficient, so I was required to purchase a package that included €120 insurance and a €200 deposit. I agreed and took the car.

At the end of the trip, I returned the car on time, only to be told there was a minor scratch on the rear door—something I hadn’t even noticed before. I was never in an accident, and the mark was so faint it was barely visible. Despite this, they charged me €654 (₺).

I reminded them I had already paid for insurance, but they said the policy didn’t cover this because I hadn’t called the police or filed a report. How am I supposed to call the police for a barely visible mark I hadn’t even seen until return time—especially when I was racing to catch a flight?

Here’s what I’m frustrated about:

I paid €120 for insurance and wasn’t allowed to use it.

I was charged €654 for an unproven, tiny scratch.

No breakdown or proof was given to justify the amount.

Booking.com was no help at all during the process, even though I booked through their platform and trusted their guarantees.

I demand a full refund of the €654 charge and ask both the rental company and Booking.com to take accountability for this unfair treatment. I should not have to pay for invisible damages when insurance was purchased and the process lacked all transparency.