"Every online-created character was downloaded by our team and using this platform you can access them." I always played online, well I downloaded the file and guess what only 1 character appeared who is still at the beginning of the story about 10% complete, but my character who is already 50% complete in the story, advanced level with hours and hours of gameplay did not appear, that is, this character that they downloaded is useless because it is still at the beginning, so I lost the entire saving process, I would like to know what the game support has to say about it

Let me tell you the chronological order of the facts

1 - I always played online with the online servers in 2022 with the Steam cloud turned on.

2 - I stopped playing in 2022 with my constructor and mage class character. (online and with the Steam cloud turned on)

3 - I started playing again in 2024 and received the news that the server closed and that I would have to enter my email to receive the save of my characters.

4 - I accessed this link "https://neocoregames.com/en/the-incredible-adventures-of-van-helsing-final-cut-online-character-downloader" I entered my email on the game's official website and downloaded the save, but the folder indicated to put it in did not exist.

5 - When I disabled Steam Cloud and created a new character, the path to the folder "Documents\NeocoreGames\Van Helsing Final Cut\SaveGame\Default" was created automatically, so I added the downloaded file inside the folder.

6 - When I started the game, only my wizard character was saved inside this save.

7 - I closed the game, turned on Steam Cloud and started the game again, and to my surprise the wizard had disappeared and only the character I recently created offline that created the path "Documents\NeocoreGames\Van Helsing Final Cut\SaveGame\Default" appeared again.

with that said, could steam cloud have gotten into conflict after the servers closed and I lost my character, or could something more complex have happened