Some players, when losing, withdraw the game... without any penalties.
The opponent cancels the game. It isn't listed in the match history.
There are circumstances when such an abort happens: before a player’s move, or when there is a server reboot.
But in the following game, neither of these situations applies. Has anyone encountered such an event, or knows what might have happened?
UPDATE This is the official answer from chess.com support team:
Thank you for reaching out to Chess.com. My name is Golden with the Support Team and I'm here to help. I'm so sorry about the experience. I understand that this has become problematic for you while you play games. We also do not like our players to go through this and we currently have measures in place to prevent and correct these situations. But we know we can do more and we will continue to work on this so that players like you don't have to go through this ordeal. Please bear with us in the meantime. Do let me know if you need anything else or have further questions and I'll be happy to help.