Hello, I think this is not the first time this has happened. Some time ago, my son had a similar bug, and the game ended in a loss. The situation is that at some point the game froze while it was the opponent’s turn. The clock was running, but on the board only a couple of squares were highlighted, and moving pieces did nothing. Time ran out, and the clock still showed 00:00 for the opponent. When the board was turned off, my son’s account showed that he had lost the game on time.
Today, the same thing happened, but we decided to wait and see what would happen if it showed that the opponent had no time left (on the chess.com website, the game wasn’t visible, so it couldn’t be continued there). Eventually, the opponent’s time on the board changed from zero to 10 minutes, and a notification appeared saying that the opponent had won on time.
Here is the game; my son played Black: pathakakhil vs. knightbouncer | Analysis - Chess.com
p.s. I wish there was an option to continue a game on website