ByBit Failed to Trigger My Stop Loss and Liquidated My Position

I put in an order on ByBit with a stop loss and took profit, thinking the system would trigger the stop loss if the market went against me. However, the stop loss didn't work, and I ended up losing my position. I reached out to ByBit customer service, and they said it was due to market fluctuations and shared a screenshot as evidence. What bothers me is that the transaction took around 40 minutes, which is quite different from the quick jumps we usually see during extreme volatility. They also said that stop losses might not be effective during these times, which is a big worry. If stop losses can fail sometimes, why does the platform let you set them up? This situation has really got me feeling down and wondering if I can trust the platform.