I would like to share my case because I honestly struggle to understand the current restoration policy in situations like this.

My Black Desert account was compromised on April 30th 2026 between approximately 16:00 UTC and 21:00 UTC, despite MFA being enabled. I opened the original support ticket the same evening at 21:47 UTC.

During this time, numerous destructive actions were performed on my account, including:

• massive downgrades of my Sovereign weapons

• removal and sale of Vell and multiple Garmoth Hearts

• consumption of extremely high failstacks

• sale of my T9/T10 horses

• removal or destruction of numerous crystals and outfits

• selling large amounts of items despite silver already being available in the Central Market

Additionally, I provided support with screenshots showing the state of my gear before and after the incident.

While reviewing my login history, I also found multiple successful launcher and website logins from an unknown IP address and an unknown Windows 10 system that matched the exact timeframe of the incident.

Support informed me that:

• the unusual activities were reviewed

• the login data was taken into consideration

• market transactions and enhancement activities were confirmed

Despite this, I was told that even in cases where unauthorized access is suspected or confirmed, restoration is not possible for:

• Central Market related losses

• enhancement downgrades

• failstacks

• RNG-based progression

I understand that policies are necessary and need to be applied consistently. However, I personally struggle to understand what practical benefit MFA protection provides for players if even an obviously compromised account with confirmed destructive activity cannot receive any restoration of core progression.

This post is not intended as an attack against the support team or individual staff members, and I am not asking for special treatment. I mainly want to ask the community whether other players experienced similar situations and how you view the current policy regarding compromised MFA-protected accounts.

Account rollbacks are possible (as I understand it, it is a policy to not implement that here, not a technical issue). Ideally, if an account gets hacked, PA would roll it back to the pre-hack state. Otherwise, hackers can simply disrupt player accounts and there is no meaningful recourse. I'd also like to see a restoration of the old system of being able to only allow logins from a specified computer (PC registration), which seems as though it would be very hard to compromise. 

That is also part of why I struggle to fully understand the current policy.

I completely understand the arguments regarding RNG-related progression and Central Market transactions. However, some of the losses on my account were not purely RNG-based or standard market transactions either, such as removed core items, destroyed crystals, and certain horse-related losses.

That is why the overall response feels very broad from a player perspective, especially in a case where MFA was enabled and the unusual access was reviewed.