No purchase protection?

Hi everyone,
sy in advance for my bad English.

On the 31 of July I was trying to make a payment on a mobile app to rent electric scooter, here in Italy there a lot of it you can use by paying a small amount but, the downside of this app, is that u have to "charge" your wallet by a set amount. (5 euros, 10 euros, and so on)

I was showing to a friend how the app worked and when I went to the wallet section the app glitched, and I got billed twice without confirming the cart or anything else.
I know, that's strange.
Anyway, I immediately tried to contact the assistance via mobile app, but it wasn't working at all.

https://preview.redd.it/2lmj88sg2jh71.jpg?576&format=pjpg&auto=webp&s=4c52f9571a354e4b01506d435344957dbba7099f

https://preview.redd.it/bzlx37sg2jh71.jpg?576&format=pjpg&auto=webp&s=7c15f2d80c8325365281ffe15e75c82bb938220b

So, when I got home that day, I decided to shoot an email via PC explaining the problem I had.

2 weeks went by, but I got no reply at all from the app support (enjoytwiga if anyone is interested, the website is a damn mess).

Today I contacted the Binance support explaining the problem I had, but all I got was:
"we can't refund your purchase if the vendor doesn't reply and show that he has repaid the funds"

So I then replied: "But how can I show you any proof if the seller doesn't reply?"
The answer? You guess it: "We can't refund your purchase because we need a document from the seller stating that the transaction has not been collected or has been refunded"

Like, wtf?

He then suggested me to contact the police, like they would care…

Tbh, it's ok I lost 10euros I'm not that mad, but I am really amazed that they have no purchase protection at all! What if someone lost like 100+ bucks and can't do anything?

Have you had any similar experience?