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Your best bet is to grab a save analyzer to make sure you've rolled the two things you need to get the Tormented Heart. You need the Seeker's Keys quest on N'Erud and you need the Asylum on Losomn. And if you've rolled the Asylum, you'll always have access to Nimue to trade the Tormented Heart for the Tranquil Heart.
I've been using the save analyzer and kept rolling but I am only getting one and not the other. I don't know how many more times I need to roll for it
RNG. sometimes you get luck and sometimes you dont. it took me about 7 rerolls before i could get my first tormented/tranquil heart, than it took 2 to get another. for some it takes more or less.
the one true fact is that Losomn has a ridiculous amount of padding. in the entire game it is the one place that not only has the most items, it makes you play it more to replace the ones you have to give up to get new ones.
Edit: i dont use the save analyzer because its just reductive to gameplay.
I'll keep rerolling I've been rerolling all day and no luck wish there was a way to just focus on what I am trying to get instead of constant rolling