What you were expecting to happen, and what actually happened?
I take a 4 or 5 match and should get an extra turn. Very rarely this doesn’t work.
Incidentally, I found your knowledge base article relating to this. It says it was supposed to be fixed in the 3.5 update, but my guild members and myself have noticed this still happening. Also: the KB article says it only happens at the beginning of matches when traits are still loading. I have noticed this bug occur during the middle of the game, when no troops are frozen.
I don’t know how to reproduce it reliably, aside from playing a lot of games and paying attention. It’s rare, but obviously frustrating.