I appreciate the help Chips!
I did receive a response from support, where he also sent me a screenshot of the hand history (that I already sent) that showed no error on the site side:
Quote:
We understand where you coming from. There were instances that if the internet connection of your opponent or yours, is slow or intermittent, you may not seeing the picture of other players but it's actually there. We have checked our records and your previous hand histories and found no irregularities.
The biggest thing that jumps out to me is that if the internet connection of my opponent is slow, they might not show up! So it's not even necessarily an error on the user's side either.