If an Orb shows in the battle Rewards but the animation does not play the Orb is still received.
As soon as a battle completes the game has recorded the rewards you receive on the server. If an issue occurs, if you see a Chaos Orb is earned in the rewards menu but the animation does not play, the Orb of Chaos will still be received. Check the Inventory in the Hero menu (top left-hand corner of the World Map) to see which Orb the Chaos Orb has transformed into.
Confirm the Orb was received
If you would like to confirm that you have received an Orb of Chaos you can contact Technical Support here. Provide the exact date and time - or as close to it as possible - that the Orb was received and how it was earned.