Booking.com complaint: Deposit non refunded

Here is the message I have sent to booking.com regarding my complaint.

My name is Odai al-Shorafat, on 08.05.2022 I rented a car from Sofia, Bulgaria with the company named Gold rent a Car, phone number: 359 899 503 277 via Booking.com.

Booking number: 732841868

The car I rented via booking, from this company was a Fiat Punto with the registration number: CB 6684 TE. The car was rented for one day and delivered intact, the way we received it. Attached you can find a video with the car at the moment we gave it back.

The rental company kept 511,29 eur as deposit and it was supposed to be paid back in within 30 days. Unfortunately, we never received those money back although we complained several time to booking and also to the rental company. Recently we tried to reach the company again to ask about the deposit but apparently the company doesn’t exist anymore.

They refused to send us money back from the deposit, sending to booking.com pictures with another car damaged that wasn’t our car. I need some answers from booking.com being the intermediate between me (your customer) and the rental company.

I want a prove of the car I drove that time being damaged with the date to make sure nothing happened after that and the same registration numbers.

If that cannot be proved the only option remained for me is to open a case in the court for fraud and collaboration between rental cars and booking to keep people’s money from their deposit. I would like to believe that’s not true and that why today I’m sending you again this message. The costs of the process in the court will be more than the deposit I lost but according to the law your company must pay everything and also penalties for my lost time.

I’m asking kindly to check again the case and to fix this issue because your company should be responsible for the mistakes happened. If you need any other information please let me know and all the informations will be provided for you!