game app transfer problem

Just got a new iphone XR. Backed up old phone to iCloud and all is good except one game did not load and now has me starting as a new player. I do not play on facebook or with other players - just myself. It's strange as I spent 3 hours with tech support two nights ago to determine if my old phone was fixable and we erased it and restored it from iCloud and everything was there so I didn't think I would have any problems restoring all information to new phone. I'm confused and frustrated as I don't want to have to start over again. Is there a way to solve this?