Hello,
I have heard reports of this happening to players very rarely. The workaround to this is to stay in the SWB interface the entire time and not change interfaces, which I appreciate can be a considerable waste of time. At this point you can send a ticket in to the in game CS platform to tell them of the bug and have them investigate it. Here is a link.

https://support-center.oasgames.com/

Again, I am sorry that this occurred, and hopefully moving forward you do not see this bug again.

You are very welcome. Again, I am sorry this happened to you. For what it is worth, from what I have researched since my last post, this is an *exceedingly* rare bug, so it is unlikely to happen again or often, but if you do see it happening multiple times, it would be worth attempting to record the failure to join, since the problem is not easily replicable and thus difficult to pin down.

There are different tiers or platforms for support. On this forum and the official discord we can help you with technical problems, give advice, updates, and announcements, and that sort of thing. For actual in game adjustments and compensation, however, you must put in a ticket to the in-game CS platform, which I linked. To directly answer your question, Support does receive your report, in that I am a member of the Customer Support Team, and have forwarded this issue on, but the team involved with in-game tickets do not automatically receive every issue reported here (though they may and in many cases certainly do browse these forums regularly, from conversations I have had with them). If you want in game compensation, adjustments to your account, or anything beyond informational advice/support, you must make that ticket through the provided link.

I hope this helps, Thanks!